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Quality Assurance Specialist
Brisbane QLD


Brisbane QLD

Full job description

Work Type : Full Time

Location : Brisbane

resident required

Growing team – career and learning opportunities

Be a part of a friendly team providing quality service

Great Toowong location – Shopping centre + public transport nearby

Who is Compare the Market:
Launched in 2012, Compare the Market gives customers the ability to compare and choose from the latest deals in insurance (health, car, home, travel and more), as well as in energy, fuel and more. We are an exciting business experiencing tremendous growth and are recognised for our successful Meerkat advertising campaign.

The Role:
The Quality Assurance Specialist is part of the Legal & Compliance team and reports to the Quality Assurance Supervisor. The successful candidate will responsible for providing a consistent and unbiased call review function to ensure the call centre sales staff are complying with relevant legal requirements, company policies and agreed standards.

Specific Responsibilities:
Use call recording and listening technology to identify and locate calls to be reviewed;
Review calls accurately in accordance with QA methodology;
Complete feedback forms for reviewed calls where required;
Attend and participate in calibration sessions to ensure consistency of application of QA methodology; and
Identify areas for improvement in current call centre processes including scripting and systems and communicate same to appropriate stakeholders. Skills Required:
Exceptional listening skills and attention to detail;
Excellent written and verbal communication skills;
Strong evaluation skills with experience in using call evaluation tools;
Ability to accurately multi-task during call evaluations and assessment;
Passion for encouraging success and using learning and continuous training as a tool;
Experience in managing relationships with a variety of internal stakeholders to achieve desired outcomes;
Well developed administration skills including a working knowledge of Excel and other Microsoft packages;
Flexible “can do” attitude coupled with a genuine interest in QA; and
Knowledge of health insurance is desirable but not a requirement.

What is on offer to you:
Commitment to diversity, inclusion and development, with support from the top;
An Inclusive Culture that supports a work-life balance philosophy;
You will have the opportunity to join an exciting and growing business and play a pivotal role in its continued success and development;

Comprehensive range of employee benefits including:
Ability to purchase additional annual leave;
Insurance discounts;
Income protection insurance;
We value high performance and high integrity.
If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application. Alternatively, for a confidential conversation, feel free to contact Brihony Gergely on (07) 3327 8513.
Compare the Market welcomes and values diversity in the workplace