QA & Insights Specialist

Woolworths Ltd.; Bayside; Hybrid; AUD 95.000 - 125.000; Vollzeit

Benefits dieser Stelle

Team discounts

Rewards program

Global career opportunities

Work from anywhere policy

Wellbeing programs (Sonder app)

Zusammenfassung

Woolworths Group is seeking a Quality Assurance & Insights Specialist to connect raw data with business improvements and ensure the AI platform remains reliable. You will identify friction in the customer journey and provide teams with clear directions to enhance customer experience.

The role requires experience with AI-driven QA or speech analytics, plus a background in contact centre operations and data storytelling for stakeholders. A flexible, inclusive environment awaits.

Qualifikationen

• Experience with AI-driven QA or speech analytics platforms.
• Proven ability to translate data into actionable briefs for non-technical stakeholders.
• Experience in high-volume contact centre environments with operational metrics like AHT, FCR, NPS.

Aufgaben

• Continuous AI calibration: audit and refine AI scoring logic to align with Customer 1st strategy.
• Deliver weekly and monthly performance deep-dives to leadership highlighting drivers of NPS and FCR.
• Coordinate with L&P to convert knowledge gaps into training assets (KB updates, micro-learning).
• Provide data-driven coaching blueprints to Team Leaders for targeted interaction improvements.
• Ensure governance: visibility of privacy and regulatory requirements via automated flags and spot-checks.
• Train Team Leaders on interpreting AI data and dashboard usage.
• Identify and escalate systemic friction points to Product/Process owners.

Kenntnisse

Conversational AI

QA Tech

Contact Centre Ops

Data storytelling

Stakeholder alignment

Ausbildung

Bachelor's Degree in Business/Data Analytics/Psychology

Jobbeschreibung

Opportunity to work on the latest technology and methodologies

Foster a high-performance, inclusive, and collaborative team environment

Sydney based with a Hybrid working model - one day in our Mascot Office is required with the other 2 days at either Surry Hills or Norwest

We are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – 'to create better experiences together for a better tomorrow. It's that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you're excited to turn today's blue sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

The Opportunity

This role serves as the connection between raw data and business improvement. It is responsible for theaccuracy of the AI platform, ensuring that findings are reliable and easy for leaders to act upon. By identifyingfriction points in the customer journey, the position helps to streamline operations and provides teams with theclear direction needed to deliver a better customer experience.

What you'll do

As the Quality Assurance & Insights Specialist, you are accountable for:

Continuous AI Calibration: Auditing and refining thePlatform automated scoring logicand triggers to ensure they remain aligned with Woolworths' "Customer 1st" strategy

High-Impact Insight Briefs: Delivering weekly and monthly performance deep-dives to the Enablement and Operations leadership, highlighting specific behaviors that drive or detract fromNPS and FCR.

The "Feedback Loop" Execution: Partnering with theL&P teamto ensure identified knowledge gaps are converted into training assets (e.g., Knowledge Base updates, micro-learning modules)

Precision Coaching Guides: Providing Team Leaders with data-driven coaching blueprints that pinpoint the exact interaction segments where agents require support.

Governance & Compliance Safeguarding: Ensuring 100% visibility of mandatory compliance requirements (e.g., privacy, regulatory disclosures) through automated flags and manual spot-checks.

Platform Advocacy & Training: Acting as the Subject Matter Expert (SME) for theplatform, training Team Leaders on how to interpret AI data and use the dashboard effectively.

Friction Driver Escalation: Proactively identifying and escalating systemic Customer Friction points (e.g., broken web links, policy blockers) to the relevant Product or Process owners

What You’ll Bring

Conversational AI & QA Tech: Desired experience working with AI-driven Quality Assurance or Speech Analytics platforms

Contact Centre Operations: Proven experience in a high-volume Customer Success or Contact Centre environment, with a deep understanding of operational metrics (AHT, FCR, NPS).

Data-to-Insight Translation: Demonstrated track record of taking complex data sets and storytelling them into actionable briefs for non-technical stakeholders.

Closing the Loop: Experience partnering with a variety of stakeholders across multiple teams to create targeted interventions based on quality findings.

Desired Education: Bachelor’s Degree in Business, Data Analytics, Psychology, or a related field (or equivalent high-level industry experience).

AI/Speech Analytics: Experience and or certification or advanced training in Conversational Intelligence and/or QA platforms is highly desirable.

Quality Management: Certification in Six Sigma (Yellow/Green Belt), Lean, or COPC (Customer Operations Performance Center) standards will be viewed favorably.

Industry Experience: 2+ years in Contact Centre environments, with at least 1 year in a dedicated Quality, Insights, or Business Analyst role.

What You’ll Experience

We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!

Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.

A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.

A progressive and flexible 'work from anywhere' policy that gives you the opportunity to harmonise work, life, and your wellbeing.

A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.

Everyone belongs at Woolworths Group

As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems.

Woolworths Group is an inclusive, team-first company and we value all skills and experiences. If you meet some, but not all of the requirements, we encourage you to submit your application.