Quality Assurance Advisor

• 6 months Maternity Leave position
• 3 days per week

We are seeking an experienced Quality Assurance Advisor to join our contact centre.

As a Quality Assurance Advisor, your primary mission is to ensure exceptional customer service delivery across various channels, including voice, live chat, email, and social media. You play a critical role in maintaining the highest standards of service quality, thereby contributing to World Vision Australia’s mission of creating meaningful change in the world.  Duties and responsibilities include:

• Quality monitoring: reviewing and evaluating recorded calls, chat interactions, and email correspondence; and regularly monitoring interactions between contact centre agents and customers.
• Feedback and coaching: providing feedback to contact centre agents, team leaders, and supervisors on quality assessments and coaching requirements.
• Process improvement: identifying, proposing and implementing measures to correct or enhance processes, workflows, and scripts to improve overall service quality.
• Compliance training: to ensure agents and aware of and adhere to legal, ethical and organisational compliance requirements.
• Quality metrics and reporting:  Generating regular reports highlighting trends, agent performance and areas for improvement.
• Root cause analysis: investigating instances of quality deviations, escalations, and complaints to identify underlying issues.
• Continuous learning: staying informed about industry best practices, emerging trends, and innovations in customer service and quality assurance.

The ideal candidate has a proven background in quality assurance within a contact centre environment.  Skills and experience include:

• Certification in quality management (e.g., Six Sigma, ISO) is advantageous.
• Knowledge of quality management systems (ISO 9001, Six Sigma, etc.).
• Familiarity with call centre technologies, quality monitoring tools, and CRM systems.
• Familiarity with regulatory requirements and quality standards.
• Ability to collaborate effectively with cross-functional teams.
• Excellent communication and interpersonal abilities.
• Strong analytical skills and attention to detail.

The selection process 

We embrace diversity, employing people from a variety of cultural and religious backgrounds. We take our Safeguarding responsibilities seriously and we are committed to providing an environment that is safe for children. Our stringent recruitment procedures make sure the safest and most suitable people work with the children in our programs. All successful candidates will undergo all required pre-employment checks which is inclusive of a criminal record check. We provide our staff and volunteers with ongoing supervision, support, and training in their work with vulnerable children and their families.  World Vision Australia participates in the Inter-Agency Scheme for the Disclosure of Safeguarding-related Misconduct in Recruitment Process within the Humanitarian and Development Sector. 

Who we are

World Vision is a Christian organisation that empowers everyday Australians to create meaningful change for children through relief, development and advocacy work. 

We offer great benefits such as salary packaging, flexible working arrangements, free on-site parking and an onsite café for our employees.

For more information on World Vision and the work we do, please visit our website: https://www.worldvision.com.au/about-us