Quality Assurance Support Officer

About the role

This role supports the efficient and effective delivery of customer service by ensuring quality and consistency across all customer interactions. You will assess customer contacts using established frameworks, identify trends and give actionable feedback to improve service delivery and ensure compliance with privacy and legislative standards. You will work closely with customer service leaders and teams, and support audits, assurance activities and customer service projects, while promoting a strong safety culture. This is a 12-month maximum term contract based at the Maroochydore head office, with potential for extension.

Key responsibilities

• Assess customer contacts using established quality assurance frameworks
• Identify trends and provide feedback to improve service delivery
• Support audits, assurance activities and customer service projects
• Work with customer service leaders and other business areas to maintain high service standards

Required profile

• Experience in high-performing customer service environments with a strong understanding of quality service delivery
• Detail-focused, interested in data analysis and continuous improvement
• Able to work independently and adapt to shifting priorities
• Comfortable giving and receiving constructive feedback
• Interest in ongoing learning, including emerging technologies such as AI

Required skills

• Applying quality assurance frameworks to customer interactions
• Interpreting and analysing complex information from multiple systems to spot trends, risks and opportunities
• Microsoft Office, especially Excel and Word
• Experience with platforms such as Genesys Cloud is advantageous

What we offer

• Hybrid and flexible working, with annual leave and floating public holidays
• Wellbeing support including discounted private health insurance, salary packaging and an employee assistance program
• Learning opportunities, study assistance and professional memberships
• Employee network groups covering First Nations reconciliation, LGBTIQ+, CALD, gender, life stage diversity and accessibility

To apply, submit an online application with a cover letter and up-to-date CV. Successful candidates must confirm their right to work in Australia and complete pre-employment checks, including criminal history, driver's licence and alcohol and other drug screening.