Description:
Findstaff are seeking an Experienced Real-Time Quality Analyst to join our reputable client built on excellence within their small Contact Centre team. This rewarding opportunity is full-time Permanent , ideally for an immediate start! Work from Home Opportunity!
Hours and Salary
Rotating Roster
Monday-Friday - 7.30am-9pm
Potential Saturdays - 9am-5pm
75,000-80,000 + Super
Responsibilities
As a Contact Centre Support Specialist, you'll play a vital role in driving operational efficiency, fostering growth, and ensuring outstanding customer service. Your expertise will help optimise workforce management strategies, implement quality assurance frameworks, and leverage technology to enhance our operations.
You will:
- Develop and implement effective workforce management strategies to optimize contact centre performance
- Analyse real-time data to inform decision-making and drive operational improvements
- Collaborate with the quality assurance team to design and implement frameworks that ensure exceptional customer service
- Provide training and support to contact centre staff on technology, systems, and processes
- Foster strong relationships with internal stakeholders to drive business outcomes
Requirements
- Proven contact centre experience
- Working with Children Check and National Police Check
- Strong technical skills, including proficiency in technology/systems
- Moderate Excel knowledge
- Experience with real-time, workforce management, and quality assurance solutions (advantageous)
- Exceptional communication and interpersonal skills
- Strong time management and organizational abilities
- Ability to build relationships with stakeholders at all levels
- Fast learner, inquisitive, and self-motivated
- Critical thinking and problem-solving skills
- Detail-oriented with ability to work autonomously and collaboratively
What We Offer
- Ongoing learning and development opportunities
- Flexible work-from-home arrangements
- Collaborative, dynamic work environment
- Recognition and reward for outstanding performance
How to Apply
Please submit your application, including your resume and cover letter as we are Interviewing Now!
We can't wait to hear from you!