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Quality Performance Specialist - 12 Months Fixed Term

MYOB - Richmond, VIC

HR & Recruitment
Source: uWorkin


Full Job Description
MYOB is a business platform. Our purpose is to help more businesses in Australia and New Zealand start, survive and succeed. Our team is continually growing, inventing and disrupting conventions. To make all this happen, we are dedicated in creating an exceptional flexible employee experience for all team members and offer a culture where you can be yourself. We don’t want you to simply ‘fit’ into our already established culture, we want you to come and add to it, and make it even better.

The opportunity
Join the progressive, creative and collaborative Education team who scope, design, build and deliver best practice education content to a broad external and internal MYOB audience.. Be part of an environment where learning is not only educational but entertaining and a huge part of our daily culture.

The role
  • Assess Customer Sales & Support Interactions and provide actionable insights to drive performance resulting in improved leader and agent effectiveness.
  • Perform assessment on customer interactions against the agreed framework to identify opportunities to improve customer experience and sales.
  • Provide actionable insights to leaders and drive the right conversations to enable them to uplift quality and performance.
  • Facilitate call calibration sessions with leaders to ensure alignment on quality outcomes.
  • Contribute to the design and continuous improvement of the Quality Assurance Framework.
  • Maintain library of best practice calls.
  • Facilitate QA induction training & targeted QA workshops.
  • Provide structured QA feedback to leaders to enable them to coach their agents and improve performance.
What you will bring
  • Previous experience in monitoring performance in a call-centre environment.
  • Practical experience of call dissecting.
  • Experience with any analytical tool.
  • Implementing medium and long-term initiatives.
  • Ability to provide effective feedback to all levels of leadership.
  • Experience implementing change and managing risks.
What else do you need to know?

If you want to work and collaborate where opinions are valued and your ideas can make a difference, you should work at MYOB.

We are an equal opportunity employer and value diversity at our company.