Quality Advisor

Department of Customer Services, Open Data and Small and Family Business; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Job summary

Department of Customer Services, Open Data and Small and Family Business – Brisbane QLD is seeking a Quality Advisor to monitor Victims Advocate Service contacts and assess delivery quality against standards. You will identify coaching needs, provide feedback to Team Leaders, and help drive continuous improvement in customer experience.

Collaborating with internal and external stakeholders, you will promote learning initiatives while upholding privacy and confidentiality in handling sensitive

Responsibilities

• Monitor Victims Advocate Service Contact Centre interactions to assess service delivery quality against approved quality standards, procedures and service expectations, and identify coaching, training and development needs.
• Identify coaching and development needs arising from quality reviews and provide relevant insights and feedback to Team Leaders to support targeted coaching conversations with team members.
• Research, assess and report on identified quality and service trends to facilitate continuous improvement in service delivery and customer experience.
• Liaise with internal and external stakeholders to facilitate the exchange of information and support process improvement initiatives.
• Promote learning and change initiatives within the Contact Centre environment to foster a culture of growth, continuous improvement, and development.
• Maintain confidentiality and sound judgement when handling sensitive customer information, in accordance with privacy requirements, approved procedures and organisation policies.

Skills

Quality Assurance

Stakeholder Liaison

Coaching & Development

Job description

Department of Customer Services, Open Data and Small and Family Business – Brisbane QLD

Channel Delivery

The Channel Delivery team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

As the Quality Advisor, you will:

• Monitor Victims Advocate Service Contact Centre interactions to assess service delivery quality against approved quality standards, procedures and service expectations, ty and identify coaching, training and development needs.
• Identify coaching and development needs arising from quality reviews and provide relevant insights and feedback to Team Leaders to support targeted coaching conversations with team members.
• Research, assess and report on identified quality and service trends to facilitate continuous improvement in service delivery and customer experience.
• Liaise with internal and external stakeholders to facilitate the exchange of information and support process improvement initiatives.
• Promote learning and change initiatives within the Contact Centre environment to foster a culture of growth, continuous improvement, and development.
• Maintain confidentiality and sound judgement when handling sensitive customer information, in accordance with privacy requirements, approved procedures and organisation policies.

You will contribute to the establishment of the Victims Advocate Service a victimcentred service designed to provide accessible information, advice, practical support and connections to appropriate services for victims. The service is built around four pillars: Engage, Inform & Advise, Connect and Improve, with a focus on understanding individual circumstances, providing trusted information and guidance, coordinating support with relevant agencies and services, and using service insights to improve outcomes.

Applications to remain current for 12 months.