Job Description

• Work from Home available - Hybrid, Flexible
• 6 months Limited Tenure opportunity
• $ 102,667 - $ 111,908 + Superannuation (Band 6), RDO monthly for 40-hour weeks

Why Choose City of Casey

The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents and over 36,000 businesses who call Casey home.

Our multi-award winning, architecturally designed workplace - located in Bunjil Place in Melbourne's southeast – inspires collaboration and creativity. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place.

Why You’ll Love Working with Us

At the City of Casey, we know that great people deserve a great workplace. That’s why we offer an environment designed to help you thrive both professionally and personally.

• True flexibility with hybrid work, compressed hours, RDOs and the option to purchase additional leave, because life comes first.
• Our Ways of Working (OWOW) - our activity-based model allows you to work in different spaces, locations and with the latest technology.
• Reproductive health leave, up to 5 days of paid leave to support our employees
• THRIVE Wellbeing Program - access a suite of wellbeing initiatives, learning opportunities and resources to support your mental, physical and emotional wellbeing.
• 24/7 confidential counselling for you and your immediate family, offering support whenever you need it.
• Family‑friendly leave options, including 16 weeks paid primary caregiver leave, to support you through life’s biggest moments.
• Ongoing professional development to help you grow your skills and advance your career.
• Free Workout Wednesdays, discounted gym memberships and an onsite café - convenience in one place.
• Private Health discounts for employees, through the access of the local government health plan.
• Enjoy our stunning, architecturally designed workspace, complete with free coffee, a community library and free parking.
• Be part of a team that truly lives its values: Dream Big, Empower Each Other, Make Our Community Proud.
• Paid Christmas Shut Down Leave
• And more https://www.casey.vic.gov.au/benefits-of-working-city-of-casey

About the Role

Transform how quality is measured in our contact centre by introducing automation, analytics, and more sophisticated governance.

This role spans research, business case, technology evaluation and implementation.

Support the development of our Customer Service Quality Assurance Framework to uphold consistent, high-quality customer experiences and performance standards.

What You’ll deliver

• Support the design and development of the Customer Service Quality Framework, including scorecards, assessment methodologies, calibration approaches, governance and reporting standards.
• Lead the evaluation and assessment of Automated Quality Management (AQM) and interaction analytics vendors, including suitability assessments, business requirements analysis, procurement support, AI technology and IT assessments.
• Collaborate with vendors and internal stakeholders to design and implement AQM using interaction analytics technology
• Develop interaction analytics language models, wireframes, categories, and intent structures using linguistics and language pattern analysis
• Lead the translation of operational requirements into functional technology solutions, including defining business rules, quality logic, scoring methodologies and reporting
• Assess the balance between manual quality assurance activities and Automated Quality Management (AQM) capabilities, identifying which assessment components are best suited to human evaluation or automation.

What You’ll Bring

• Experience designing and implementing quality assurance and Automated Quality Management (AQM) functions in a contact centre environment.
• Expertise in developing and refining interaction analytics language models, categories, sentiment analysis, or automated quality scoring frameworks.
• Experience developing and maintaining quality assurance reporting, dashboards and performance measures.
• Demonstrated ability to analyse customer interactions, identify trends and provide recommendations to improve service delivery and customer outcomes.
• Highly developed stakeholder engagement, communication, and influencing skills, with the ability to work collaboratively across operational, digital, and technology teams.
• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check, Eligibility to Work check

How to Apply

If you’re passionate about making a difference and want to be part of a forward-thinking team, we’d love to hear from you!

Apply online by submitting your cover letter and resume.

For enquiries, please contact talent@casey.vic.gov.au

Applications close at 11:55pm on Sunday 19 July 2026.

Please note: Applications are only accepted via our online portal.

Our Commitment to Diversity & Inclusion

The City of Casey is proud to be an inclusive, child-safe, and equal opportunity employer.

We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islanders, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds.

We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments.

For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or Talent@casey.vic.gov.au

We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note: Unsolicited emails or approaches from recruitment agencies will not be accepted

The City of Casey reserves the right not to make any appointments for this position.

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