Quality Assurance Specialist

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge. Could that be you?

Your opportunity:

In the role of Quality Assurance Specialist, your responsibilities include assessing compliance with processes and directives, evaluating process and policy effectiveness, and analysing customer interactions. You will also contribute coaching and training insights to operations, identifying strengths and areas for improvement among teams and individuals. Help us to enhance and continuously embed our quality assurance framework to ensure alignment across all brands, improve customer experience, and establish a best-in-class contact centre.

Responsibilities

You'll make impact by:

• Monitoring consumer interactions in accordance with the company’s guidelines to support strategic objectives of the business to enhance customer experience.
• Identifying process & skill gaps and working collaboratively with other functions to resolve them.
• Identify and report opportunities for improvements and provide feedback/coaching
• Meet departmental productivity requirements (eg number of interactions monitored per month)
• Ensure all operational activities are in accordance with various company policies
• Assist with project-based work on an as-needed basis

What you’ll bring:

• Excellent communication (verbal and written) and strong interpersonal skills.
• Exceptional listening, analytical skills, logical thinking, and problem-solving capability
• Strong customer experience and continuous improvement mindset
• Excellent familiarisation with the products and services that we offer.
• Ability to articulate feedback in a constructive manner and provide recommendations.
• Good computer literacy in programs such as MS Word, Excel, PowerPoint and Outlook. i.e. pivot tables or PowerBi dashboards (not critical) would be helpful as this will enable you to review data and trends root cause analysis.
• The ability to identify gaps impacting business & Customer experience.
• Certifications for best practice – COPC qualifications or other common best practice certifications would be advantageous however not a prerequisite.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

We’re a 2024 Circle Back Initiative Employer – we commit to responding to every applicant.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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