Quality Assurance Lead

at  COS

An exciting opportunity exists to join one of Australia’s high growth private businesses. COS is a family owned and run Aussie business made up of a community of like-minded people working towards a common goal. Our purpose is to keep Australian workers healthy, safe and productive. Why? So we can deliver on our pledge to donate one million dollars annually to everyday Australians through the Lyone Foundation.

MORE ABOUT WHAT YOU’LL DO

Reporting to the Customer Experience Manager, the role of the Quality Assurance Lead is to ensure the delivery of exceptional customer service through systematic evaluation and improvement of call centre interactions. This role involves developing and implementing quality assurance programs, analysing performance data, and providing feedback to enhance overall service quality.

Key responsibilities include:

• Quality Monitoring - Conduct regular evaluations of customer interactions, including calls, emails, and chats.
• Performance Analysis - Analyse KPIs related to customer interactions and provide insights into trends, strengths, and areas of improvement.
• Training and Development - Collaborate with training facilitator to develop and update training materials and provide coaching and training sessions based on QA findings.
• Process Improvement - Identify and recommend improvements to our operational processes.
• Reporting - Generate regular reports on QA performance and trends.
• Customer support assistance

To qualify for this role, you must meet the following requirements:

• Strong analytical and problem-solving skills.
• Experience working in a fast-moving customer centric call centre environment.
• Strong sense of safety and a good understanding of warehouse OHS requirements
• High level attention to detail
• Analytical Thinking
• Coaching & Mentoring
• High service orientation
• Ability to work in a team environment.
• Ability to prioritise, with excellent time management skills