Customer Solutions Quality Assurance Lead
Summary
Leads quality assurance for customer service teams, assessing interactions, coaching agents, and improving processes to enhance customer experience and reduce risk.
The Customer Solutions Quality Assurance Lead is responsible for measuring and monitoring the quality of customer interactions and activities, and provide timely and objective insights, training, feedback and coaching to improve team performance against agreed standards.
- Perform assessments on customer interactions and processing activities in accordance with the agreed framework to identify opportunities to improve customer experience
- Prepare reporting to track team and individual performance and share performance feedback with Customer Solutions Team Leaders and Customer Solutions Manager
- Prepare and facilitate training, feedback and coaching to ensure team knowledge and skills empower them to compliantly, effectively and efficiently achieve great outcomes for our customers
- Identify, investigate and escalate issues that may indicate defects and which may result in compliance breach, reputational risk or financial loss
- Identify and recommend process and QA framework improvements to ensure currency, reduce error and risk, maximise efficiencies and enhance the customer experience
- Manage or investigate escalated concerns as required, ensuring prompt and effective resolution of customer issues while identifying and addressing root causes to incidents where possible
- Provide leadership and direction to the Customer Solutions team as required, including monitoring team activity and delegating tasks when requested
- Experienced within a customer service-based or call centre role
- Computer literacy including (Microsoft Office suite, CRM Systems)
- Quality focus with the ability to recognise quality and KPI measures within customer interactions.
If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.
JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!