About Us At our organisation, we are dedicated to providing high-quality drinking water and sustainable wastewater treatment. Our culture is driven by values of care, connection, community and courage. We are seeking a Service Quality Assurance Officer to join our team and play a key role in monitoring, improving, and innovating customer service delivery across all channels. The ideal candidate will have experience in quality assurance analysis and performance evaluation, as well as strong communication skills and the ability to work independently. Job Description This role has primary responsibility for quality assurance of customer service interactions and data governance across all channels, in line with customer service standards and competency framework. * Conduct quality standard evaluations of customer service interactions across all available channels and data entry quality across systems. * Prepare monthly summary reports with qualitative insights and performance trends to support internal teams and senior management. * Maintain all customer service IMS documents to ensure they reflect up-to-date and accurate processes. The successful candidate will be required to: