Location
40 Innovation Parkway, Birtinya, QLD, 4575, Australia
Job Category
Frontline
Employee Type
Permanent (PERM)
The role
This position has the responsibility of facilitating and participating in the ongoing development of Australian Insurance Holdings central quality assurance program. The incumbent will be actively involved in the ongoing efficient monitoring of internal and external Contact Centre Consultant compliance.
The position will ensure the timely and accurate dissemination of information relating to results and feedback to Management.
* Complete allocated work to ensure internal and external Consultant adherence to regulatory and company requirements as documented in the Quality Assurance Program. This may be via voice call reviews or AI Decision engine outcomes
* Provide feedback on required corrective actions and ongoing learning and development opportunities (within KPI and SLA requirements)
* Provision of role plays to internal and external trainees to promote a thorough understanding of quality requirements.
* When identified as a requirement by a Consultants Leader, provide one on one feedback sessions in support of improved results and ongoing learning and development to experienced Consultants.
* Other tasks as required by the business
* Positively contribute to the QA team and wider Customer & Data team through living our Aspirational Culture, responding to queries and providing technical support
What experience you'll bring
* Experience and understanding of the Sale, Service, Digital and Claims DISC Systems
* Intermediate computer skills
* Excellent communication skills – written and oral
* High standard of coaching and feedback skills
* Ability to remain focused and work for long periods of time without interaction
* Time management skills – self managed monthly workload
* Quality Assurance or Process Improvement experience
* Knowledge of Industry/Regulatory requirements
Our Perks
Location:
Kawana
This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we're only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.
The benefits of working at A&G
* Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
* Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
* Grow with us - we've got learning and professional development opportunities to suit everyone.
* Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
* Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
* Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
* Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
Please ensure your manager or team leader is aware of your application. If this sounds like your next challenge, click on the APPLY NOW button and submit your application. Alternatively, for a confidential conversation, feel free to contact Juliana Paim on ************@autogeneral.com.au. We are advertising internally only for this position; at this stage we are not accepting external applications (including referrals).
Secondary Hiring Leader - Casey Gannon
6 month secondment