Quality Assurance Support Officer

Unitywater; Maroochydore; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexibility: hybrid and flexible work

Wellbeing programs

Learning & development

Employee networks

Job summary

Unitywater is seeking a Customer Experience Quality Assurance Specialist to support the delivery of high-quality customer interactions across channels. The role emphasizes evaluating contacts against established frameworks, identifying trends, and providing actionable feedback to improve service delivery while ensuring privacy and legislative compliance.

You will collaborate with customer service leaders and other business areas to support audits, assurance activities, and projects, all while

Qualifications

• Experience in high-performing customer service environments with quality focus.
• Interest in data analysis and continuous improvement.
• Ability to apply QA frameworks to assess and enhance customer interactions.
• Ability to work independently with flexible priorities.
• Strong written and verbal communication for cross-team collaboration.

Responsibilities

• Assess customer contacts using established QA frameworks and identify trends.
• Provide actionable feedback to improve service delivery and ensure privacy/legislation compliance.
• Support audits, assurance activities and customer service projects.
• Promote a strong safety culture and Unitywater values.
• Collaborate with customer service leaders and other business areas.

Skills

Quality assurance

Data analysis

Microsoft Excel

Genesys Cloud experience

Communication

Tools

Excel

Genesys Cloud

Job description

About the role:

This role supports the efficient and effective delivery of customer service by ensuring quality and consistency across all customer interactions. With a strong focus on quality assurance, you will assess customer contacts using established frameworks, identify trends, and provide actionable feedback to help improve service delivery and ensure compliance with privacy and legislative standards.

You’ll work closely with customer service leaders and teams, as well as other business areas, to maintain high service standards and contribute to continuous improvement. The role also supports audits, assurance activities and customer service projects, all while promoting a strong safety culture and modelling Unitywater’s values.

This is a 12 month maximum term contract with potential for extension based at our Maroochydore head office.

About you:

Our One Unitywater behaviours - Create the Future, Care Together, and Own It – define how we work together at Unitywater. To contribute to this, you will demonstrate the following skills and qualities for the role:

• Experienced in high-performing customer service environments, with a strong understanding of quality service delivery
• Detail-focused with a strong interest in data analysis and continuous improvement
• Skilled in applying quality assurance frameworks to assess and enhance customer interactions
• Able to work independently while remaining flexible to shifting priorities and business needs
• Confident in sharing and receiving constructive feedback to support team growth and service outcomes
• Strong written and verbal communication skills, with the ability to build collaborative relationships across teams
• Proficient in Microsoft Office, particularly Excel and Word; experience with platforms like Genesys Cloud is advantageous
• Capable of interpreting and analysing complex information from multiple systems to identify trends, risks and opportunities
• Committed to ongoing learning and professional development, including an interest in exploring emerging technologies, including AI, to complement the capabilities and capacity of the role.

Working at Unitywater:

We recognise that people are the essence of the water sector, and each team member provides the leadership, vision and skills that drives and delivers actions for our customers and communities.

We are committed to fostering a workplace that is diverse and inclusive, where you feel connected, are safe to be yourself and supported to be the best version of yourself.

Benefits:

As a Unitywater team member you will enjoy a range of benefits:

• Flexibility: We value flexibility and support work-life balance with hybrid and flexible working, purchase annual leave and access to floating public holidays. Tell us what this looks like for you!
• Wellbeing: We offer several initiatives to support your wellbeing, such as: discounted private health insurance, salary packaging, employee assistance program, and access to discounts and benefits from a range of retailers.
• Learning and Development: We understand the importance of learning and offer a range of opportunities to feed your curiosity such as: Walk on Country with Traditional Custodians, study assistance, and access to a dedicated learning program and professional memberships.
• Extras: We understand the importance of connection and support you to care together by offering access to employee network groups focused on First Nations Reconciliation, LGBTIQ+, CALD, Gender, Life stage diversity, and accessibility.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. We strive to have a workforce that reflects the diversity of the community we serve and encourage all suitable applicants to apply for this role.

When you apply, we welcome you to tell us your pronouns and any reasonable adjustments you may need during the interview process.

If you would like to speak to a team member about our commitment to diversity and inclusion, please contact our Inclusion Specialist **********@unitywater.com or Reconciliation Action Plan Advisor ***************@unitywater.com

About us:

Unitywater operates in one of Australia’s most exceptional environments in terms of natural beauty, geographical and demographic breadth. Proudly providing safe and reliable water to customers in Moreton Bay, Sunshine Coast and Noosa, we are a water utility serving one of the fastest growing regions in the country.

We think a pretty good job starts here.

Additional information:

• We are proud to be recognised as an employer of choice for women by WORK180.
• We are proud members of Pride in Diversity and Australian Disability Network.
• We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

Unitywater respectfully acknowledges the Traditional Custodians of the lands and waterways in which we live, work and operate, the Kabi Kabi, Jinibara and Turrbal peoples. We honour their enduring connection to these places and their deep cultural, spiritual and environmental knowledge and stewardship over the waterways that sustain us all. We pay our deepest respects to Elders past and present, who hold the wisdom, traditions and stories of their people.