Quality Assurance Manager - Sydney

DirectIT Pty Ltd.

DirectIT is looking for an experienced Quality Assurance Manager to join our team. This is a full-time position with a starting salary at $73,150 + Superannuation.

You will work closely with DirectIT’s operations team to ensure that agents are trained and equipped with the necessary tools to meet the high standards within our organisation.

Responsibilities:

• Develop and implement quality assurance procedures, including system monitoring, scoring, and feedback to agents
• Identify areas of improvement and make recommendations to management for process improvement
• Collaborate with training and operations departments to ensure that agents are trained and equipped with the necessary tools to meet standards
• Conduct regular audits to ensure compliance with company policies and procedures
• Provide coaching and feedback to staff members on areas where improvement is needed
• Analyze data to identify trends and areas of opportunity for improvement
• Participate in cross-functional teams to drive process improvement initiatives
• Create reports and present findings to management on a regular basis
• Ensure that all quality assurance activities are conducted in compliance with applicable laws and regulations

• Bachelor's degree in business administration, communication, or related field
• At least 2 years of experience in a Quality Assurance role, preferably in a telemarketing or call centre environment
• Excellent communication and interpersonal skills
• Strong analytical skills and attention to detail
• Proven ability to identify areas of improvement and drive process improvement initiatives
• Knowledge of quality assurance best practices and techniques
• Familiarity with call center technologies and systems
• Ability to work independently and in a team environment

If you meet the above qualifications and are interested in this exciting opportunity, please submit your resume and cover letter for consideration.