At a Glance
- Tasks: Ensure top-notch quality in telemarketing operations and drive process improvements.
- Company: Join DirectIT, a leader in telemarketing with a focus on quality.
- Benefits: Starting salary of $80-90k + Superannuation, plus career growth opportunities.
- Other info: Collaborative environment with a focus on continuous improvement.
- Why this job: Make a real impact by enhancing quality standards and training agents.
- Qualifications: Bachelor's degree and 2 years in Quality Assurance, preferably in telemarketing.
The predicted salary is between 80000 - 90000 $ per year.
DirectIT is looking for an experienced Quality Assurance Manager to join our team. This is a full-time position with a starting salary at $80-90k + Superannuation.
As the Quality Assurance Manager, you will be responsible for ensuring the quality of our telemarketing operations by monitoring, evaluating and coordinating systems. You will be responsible for identifying areas of improvement and making recommendations to management for process improvement. You will work closely with DirectIT's operations team to ensure that agents are trained and equipped with the necessary tools to meet the high standards within our organisation.
Responsibilities:
- Develop and implement quality assurance procedures, including system monitoring, scoring, and feedback to agents
- Identify areas of improvement and make recommendations to management for process improvement
- Collaborate with training and operations departments to ensure that agents are trained and equipped with the necessary tools to meet standards
- Conduct regular audits to ensure compliance with company policies and procedures
- Provide coaching and feedback to staff members on areas where improvement is needed
- Analyze data to identify trends and areas of opportunity for improvement
- Participate in cross-functional teams to drive process improvement initiatives
- Create reports and present findings to management on a regular basis
- Ensure that all quality assurance activities are conducted in compliance with applicable laws and regulations
Qualifications:
- Bachelor's degree in business administration, communication, or related field
- At least 2 years of experience in a Quality Assurance role, preferably in a telemarketing or call center environment
- Excellent communication and interpersonal skills
- Strong analytical skills and attention to detail
- Proven ability to identify areas of improvement and drive process improvement initiatives
- Knowledge of quality assurance best practices and techniques
- Familiarity with call center technologies and systems
- Ability to work independently and in a team environment
Quality Assurance Manager in Sydney employer: Directit
Direct IT is an exceptional employer that fosters a collaborative and innovative work culture in the vibrant Surry Hills area. With a competitive salary package and a strong focus on employee development, we provide ample opportunities for growth and skill enhancement in the ICT sector. Join us to be part of a dynamic team dedicated to delivering top-notch customer support while enjoying the benefits of a supportive environment that values your contributions.
