Quality Assurance Manager

Compass Education; Hawthorn (PA); On-site; USD 65,000 - 108,000; Full time

Benefits offered by this job

Flexible working culture

Learning & Development opportunities

Parental Leave Program

EAP access 24/7

Job summary

Compass Education is seeking a Quality Assurance Manager to elevate the quality of customer interactions across omni-channel support. You will monitor and evaluate calls, emails, and chats, ensuring compliance and customer experience standards are met.

Collaborate with Support, Training, Product, and Development to drive consistent quality culture and service excellence. You’ll lead calibration, feedback, and metrics analysis, delivering actionable insights and improvements while maintaining

Qualifications

• Minimum 3 years' experience within Contact Centre leadership.
• Strong experience in Quality Assurance, including quality scorecards, evaluation frameworks and quality standards.
• Strong data analysis skills, with the ability to identify trends and opportunities from customer interactions and performance metrics.
• Strong understanding of Contact Centre software, CRM tools and call recording platforms.
• Strong understanding of compliance, risk and privacy within customer interactions.
• Excellent attention to detail, objectivity and judgement when evaluating performance.
• Strong communication, coaching and constructive feedback skills.
• Strong written communication, reporting, empathy and discretion, with the ability to work effectively with agents, leaders and internal stakeholders.

Responsibilities

• Maintain and continuously develop internal quality standards and frameworks.
• Assess Support interactions across Compass omni-channel platforms, including calls, emails and chats.
• Evaluate agent and AI performance against established quality standards, KPIs and compliance requirements.
• Ensure customer contacts, including complaints and compliments, are accurately recorded and appropriately managed.
• Manage complaint workflows and work with Team Leaders to ensure appropriate follow-up and resolution.
• Manage and implement complaint satisfaction surveys to gather customer feedback and identify opportunities to improve customer experience.
• Provide meaningful, constructive feedback to agents and senior agents to support continuous development.
• Analyse customer service metrics, including CSAT, FCR and AHT, to identify trends, risks and opportunities.
• Lead regular calibration sessions to ensure consistency, fairness and accuracy across QA evaluations.
• Identify training and Contact Centre onboarding needs and lead relevant improvement projects in partnership with the Contact Centre/Global Support Trainer.
• Create clear reports on agent and AI performance, quality trends and key insights for Team Leaders and Managers.
• Manage and minute QA meetings, ensuring relevant data and insights are prepared in advance.
• Manage the QA process for Support Enterprise Accounts, ensuring senior agents provide quality responses in line with contractual requirements.
• Identify compliance, privacy and process risks within customer interactions and work with relevant teams to address them.

Skills

Quality assurance

Data analysis

Contact Centre leadership

Feedback skills

Communication skills

Coaching

CRM software

Call recording platforms

Tools

CRM software

Call recording systems

Job description

Come shape the future of education with us.

At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.

Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member’s day just that little bit better.

Our school management ecosystem is now used in more than 5,400 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, building the operating system for schools worldwide.

About the Role & Team

As a Quality Assurance Manager, you'll play a key role in raising the standard of customer service and assurance across the Compass Global Team.

You'll be responsible for monitoring and evaluating customer and agent interactions across our omni-channel support environment, ensuring performance aligns with quality, compliance and customer experience standards. You'll use QA data, customer feedback and performance metrics to identify trends, risks and coaching opportunities that improve service delivery.

Working closely with Support, Team Leaders, Training, Product, Development and other internal teams, you'll help build a consistent quality culture while ensuring our customers receive a high standard of service across every interaction.

What you'll do:

• Maintain and continuously develop internal quality standards and frameworks
• Assess Support interactions across Compass omni-channel platforms, including calls, emails and chats
• Evaluate agent and AI performance against established quality standards, KPIs and compliance requirements
• Ensure customer contacts, including complaints and compliments, are accurately recorded and appropriately managed
• Manage complaint workflows and work with Team Leaders to ensure appropriate follow-up and resolution
• Manage and implement complaint satisfaction surveys to gather customer feedback and identify opportunities to improve customer experience
• Provide meaningful, constructive feedback to agents and senior agents to support continuous development
• Analyse customer service metrics, including CSAT, FCR and AHT, to identify trends, risks and opportunities
• Lead regular calibration sessions to ensure consistency, fairness and accuracy across QA evaluations
• Identify training and Contact Centre onboarding needs and lead relevant improvement projects in partnership with the Contact Centre/Global Support Trainer
• Create clear reports on agent and AI performance, quality trends and key insights for Team Leaders and Managers
• Manage and minute QA meetings, ensuring relevant data and insights are prepared in advance
• Manage the QA process for Support Enterprise Accounts, ensuring senior agents provide quality responses in line with contractual requirements
• Identify compliance, privacy and process risks within customer interactions and work with relevant teams to address them

About You:

We are looking for someone who is analytical, objective and commercially minded, with strong Contact Centre leadership and quality assurance experience. You have a keen eye for detail, can confidently interpret performance data and are comfortable providing constructive feedback that helps people improve.

You're able to balance customer experience, operational efficiency and compliance, while building strong relationships across multiple teams. You can work independently, manage competing priorities and use data to turn quality insights into meaningful improvements.

Essential:

• Minimum 3 years' experience within Contact Centre leadership
• Strong experience in Quality Assurance, including quality scorecards, evaluation frameworks and quality standards
• Strong data analysis skills, with the ability to identify trends and opportunities from customer interactions and performance metrics
• Strong understanding of Contact Centre software, CRM tools and call recording platforms
• Strong understanding of compliance, risk and privacy within customer interactions
• Excellent attention to detail, objectivity and judgement when evaluating performance
• Strong communication, coaching and constructive feedback skills
• Strong written communication, reporting, empathy and discretion, with the ability to work effectively with agents, leaders and internal stakeholders

What’s in it for you?

• We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
• A flexible working culture.
• Learning & Development opportunities - we want you to grow and get the most out of your role!
• Parental Leave Program for both primary and secondary carers.
• 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support.

It is a really exciting time to join Compass. We are growing and need people who want to grow with us.

We value individuals who are self-motivated, adaptable, and eager to contribute to the success of our company. Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior To Commencing Employment, You Require:

• A valid Employee Working With Children Check
• Verification of unrestricted work rights in Australia, e.g., citizenship, passport, or birth certificate
• A successful National Police Check
• A valid Drivers Licence