Quality Assessor

Quality Assessor

• Ongoing, Full-Time opportunity
• $78,611 plus 15% superannuation plus other great benefits
• Work for the ACT’s most iconic brand

The Opportunity

Are you passionate about customer experience? The ActewAGL Contact Centre are seeking a confident and articulate team player to support our contact centre and play a key role as our Quality Assessor. In this role, you will assess customer experience and compliance, set a standard of excellence across all our channels, and drive improvements to ensure we continue to succeed as the region’s go-to energy retailer. 

We are seeking individuals looking for a challenging career in an exciting industry where you can grow and explore your potential. To succeed in this role, in addition to your diverse experience across all facets of quality assessment and customer interactions, your ability to remain flexible, calm, proactive, resourceful and efficient under pressure, with a high level of professionalism, are equally important.

About the team

As part of the ActewAGL Brand, Marketing and Customer Channels group the Contact Centre team provides customer experience and service support to the organisation’s Retail division, geared to deliver critical services and strategies to drive business growth and innovation. The team’s customer service expertise is core to the success of the local Contact Centre, enabling ActewAGL to remain a leader in the energy arena.

A day in the life of a Quality Assessor

• Maintain end-to-end oversight of all Contact Centre quality and compliance activities and champion the importance of continuous improvement.
• Listen, review, assess and report on telephone interactions as well as written and face to face customer interactions.
• Work closely with team leaders, trainers, and operations managers to identify trends, provide actionable feedback, and support continuous improvement initiatives.
• Maintain sound knowledge of the billing CRM to adequately assess customer interactions.
• Identify training needs and collaborate with the Learning & Development team to address skill gaps.
• Support the development and refinement of QA policies, procedures, reporting and scorecards.

Please read the position description attached to this job advertisement to understand the full scope of the role.

We are looking for candidates who:

• Possess a minimum of 2 years’ quality and contact centre experience (Essential)
• Demonstrate a superior understanding of customer service principles and omni channel contact centre operations (Essential)
• Have comprehensive computer skills and experience with QA tools, CRM systems, Microsoft Office and telephony systems to adequately assess customer interactions (Essential)
• Have an analytical mindset with the ability to interpret data and identify patterns.

Apply now 

To apply, log onto our Humanforce Talent portal and submit your cover letter and resume outlining the experience, qualifications, and capabilities you can bring to the role. Emailed applications will not be accepted.

Applications close on 13 July 2025

To learn more about this exciting opportunity or the application process, please contact Macy Dkhar on recruitment@actewagl.com.au

So, why join us? 

At ActewAGL, we pride ourselves on putting our people first. Some of the perks you can expect are: 

• Ongoing professional development  
• Access to free LinkedIn Learning
• Discounted gym memberships
• Free flu vaccinations annually 
• Free on-site physiotherapy 
• Access to free wellness support and resources 
• Income Protection up to 3 years 
• Reward and recognition schemes

We are an Equal Opportunity Employer who embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds, and encourage applications from women, Aboriginal and Torres Strait Islander people, people with disability, people that identify as LGBTQIA+, and people from culturally and linguistically diverse backgrounds.