Job Description

Quality Analyst
Vacancy

Are you confident and driven with great quality audit and process enhancement skills?

We have a fantastic opportunity for a motivated individual to join our Quality Assurance Team. The Quality Analyst will support the achievement of the business objectives through managing the outcomes of QA in order to ensure ongoing delivery of outstanding collection outcomes for our clients. The Individual will be required to conduct audits for the Operations Team.

Key responsibilities will include but will not be limited to:

• File audits conducted on collection officer capabilities to identify trends/training needs
• Call monitoring to evaluate adherence to SLA’s, scripts, and legislative obligations
• File auditing to evaluate adherence to SLA’s, legislative obligations and internal processes
• Escalate any high-level risks to Direct Manager
• Internal reporting
• Formulate, manage and monitor Quality Management System & align it with legislation, ISO and our internal processes and procedures.
• Actively participate in the company’s continual improvement systems
• Liaise with Team Leaders to communicate quality audit results
• Liaise with Team Leaders to ensure that staff are knowledgeable & trained in the Privacy Act and internal processes and procedures
• Liaise with Team Leaders to ensure all policies, processes & systems are effective
• Manage and monitor any Compliance breaches accordingly to the policy requirements and report monthly to Direct Manager.
• Document monthly report providing results, trends and recommendations
• Conduct weekly meetings to facilitate feedback and communicate findings to direct Manager
• Provide recommendations on process improvements to achieve high level quality results

To secure this position you will need to:

• Motivate others to comply is essential
• Influencing & negotiating skills
• Listening and communication skills
• Effective personal presentation skills
• Ability to analyze and evaluate information
• Quality focus
• Ability to build & maintain relationships
• Planning & organizing skills

In addition, you will be considered a role model for the company values.

If you are ready to take the next step in your career, don’t miss this opportunity!