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Quality Assurance Specialist

LocationHobart, TAS 7000
Work TypeFull time
Positions1 Position
Job no: FPH97
Category: Customer Operations & Shared Services
  • Exciting time to join a top 100 ASX listed business with big goals
  • Hybrid working arrangement, mix of working from home and the office
  • Highly supportive and collaborative team

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity

As Quality Assurance Specialist, you will assist in managing the Quality Assurance processes across our outsourced Contact Centre and Business Process Outsourcing Partners. The role will support in measuring their adherence to key processes and business directives, the effectiveness of process/procedure/policies along with the customer experience delivered on servicing and sales interactions with our customers.

You will work closely and partner with internal and external stakeholders to identify, assess, calibrate and mitigate quality issues while fostering strong relationships to achieve contact centre operational excellence. Key to the role will be your ability to work with stakeholders to ensure the TPG Telecom Quality Assurance Framework is well understood and utilised to drive performance improvement.

Responsibilities

  • Ensure Quality Evaluators are effective in measuring accurately, and consistently to the established Quality Framework and regulatory requirements.
  • Identifying process & skill gaps and working collaboratively with other functions to resolve them
  • Identify and report opportunities for improvements to internal and external partners
  • Support our contact centre partners/operators to meet Quality Evaluation productivity requirements
  • Ensure all operational activities are in accordance with various company policies
  • Assist with project-based work on an as-needed basis

Knowledge and experience

  • Excellent communication (verbal and written) and strong interpersonal skills
  • Exceptional listening, analytical skills, logical thinking, and problem-solving capability
  • Strong customer experience and continuous improvement mindset
  • Excellent familiarisation with the products and services that we offer 
  • Ability to articulate feedback in a constructive manner and provide recommendations
  • Good computer literacy in programs such as MS Word, Excel, PowerPoint and Outlook
  • The ability to identify gaps impacting business & Customer experience

Bolder and better together! 

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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