If you are passionate about the quality of customer experience in Australia and want to be part of a team dedicated to improving customer experience then this is a great role.
This contract Quality Assurance Agent role is an exciting opportunity to join the Customer Service Benchmarking Australia (CSBA) team. You will be conducting quality assurance on phone calls and emails as part of an independent audit of the customer experience for a range of blue chip organisations .You will have the chance to belong to a team that is reshaping the delivery of customer experience to Australians.
Responsibilities:
* Conduct external quality assessment of call / emails and chats against the CSBA proven best practice customer experience framework
* Conduct mystery shopping of calls to a range of blue chip companies in Australia using the CSBA proven best practice framework
* Previous mystery shopping experience is preferred for conducting calls to blue chip companies
* Duties of the Quality Assurance Agent include compliance auditing and call monitoring and scoring
Requirements:
* Experience in quality control of contact centre customer experience
* Understanding of contact centre work environments
* Minimum 3+ years call centre or customer service experience
* Call monitoring experience and quality frameworks knowledge essential
* Experience with any quality framework is essential for call monitoring and assessment
* Proficiency in call recording software and Microsoft Office Suite required
* Experience with any call recording software system is required alongside Microsoft Office Suite proficiency
* Australian work rights required for this position
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