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Form of workAbout the Opportunity
Reporting to the Quality, Learning & Development Manager, you will actively work towards meeting quality and compliance KPI’s for one of our largest contact centres. An exceptional leader of people you will coach, manage and develop a team of Assessors and work with the Quality Learning and Development manager to execute the Quality strategy for the contact centre.
You will play a pivotal part in implementing and monitoring the QMS and work collaboratively with operations, learning and development and the quality team to ensure QA standards are and our client’s customers receive exceptional customer service.
What you’ll be doing
- Coach, lead and manage a team of 10 Assessors
- Maintain records and an overall plan that addresses needs and expectations for quality & compliance
- Monitor and evaluate quality trends to support data driven decision making
- Use data & insights to improve the capability and performance of our team members & recommend process or service improvements to our client
- Demonstrate leadership behaviour that aligns with our culture and exemplifies Serco’s Values.
About you - your ideal skills & experience
- Proven success in coaching, managing and leading people within a Quality environment
- An understanding of QMS preferably within a contact centre environment or a professional services based industry
- Experience with the implementation of corporate and client policies and procedures.
- Intellectual capacity and emotional intelligence consistent with the demands of the position.
- Verbal and written communication skills
- Familiarity with COPC Best Practices for Quality Management (desired)
You do not need to match every listed expectation to apply for this position. If you like the look of the role, we’d love to hear from you.
This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role.
Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application.
About us – Serco & proud
At Serco, not only is the nature of the work we do important, but everyone has a vital role to play from caring for vulnerable people to managing complex public services. We are a team of 50,000+ globally and 14,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management & citizen services. To learn more please visit www.serco.com/aspac
Why Join Us
You’d be joining a company that delivers essential public services (in partnership with governments) that impact a better future for communities, & those in our care
You’ll get to have an impact on how we doings: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
We Invest in you: Accelerate your career through our learning & development opportunities – think skills based training, defined career pathways & fantastic internal mobility opportunities across the group!
If you’re inspired to make a positive difference, apply now.
Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.
