Job Description

Who we are.

End User Experience (EUX) build, run and monitor some of the Group\xe2\x80\x99s largest platforms and systems. The role we play and the work we do empowers our people to achieve more and provides our customers with better outcomes. Joining EUX means you\xe2\x80\x99ll be working with a group of people dedicated to delivering the best workplace technology experience for all teams across the Group. We\xe2\x80\x99re focused on providing the latest tools, technology, and resources to enhance the way our teams work together.

Why we need you.

We\xe2\x80\x99re working to re-architect and modernise our operating landscape, enabling our colleagues to provide seamless solutions to millions of people. We have a relentless focus on innovation and keeping the bank operational & secure. We want you to join our amazing team.

Do work those matters:

We are seeking a highly motivated and detail-oriented individual to join our team as a Quality Management Lead. In this role, you will be responsible for ensuring the delivery of high-quality IT support services to our customers. You will collaborate closely with the Training Delivery team to assist in the development and training of agents, ensuring consistent and efficient service delivery.

• Accountable for the development and continuous improvement of the quality assurance framework.

• Conduct quality assurance evaluations on IT service desk interactions, including phone calls, emails, and chat conversations, to ensure adherence to service standards, procedures, and customer satisfaction.

• Assess agents\' technical knowledge, problem-solving skills, and adherence to established processes and procedures.

• Identify areas of improvement and provide constructive feedback to agents to enhance their performance and customer service skills.

• Collaborate with the Training Delivery team to develop and update training materials, process documentation, and standard operating procedures (SOPs) based on QA findings and customer feedback.

• Assist in the training and Onboarding of new service desk agents, ensuring they are equipped with the necessary knowledge and skills to deliver exceptional customer support.

• Participate in calibration sessions with the Training Delivery team and stakeholders to align on quality standards and evaluation criteria.

• Analyse trends and patterns in QA evaluation data to identify training needs and opportunities for process improvement.

• Stay updated on the latest technologies, IT industry trends, and best practices related to service desk operations and customer support.

• Collaborate with cross-functional teams, including the Training Delivery team, IT Operations, and Service Desk Management, to drive continuous improvement initiatives and enhance the overall quality of service delivery.

We\xe2\x80\x99re interested in hearing from people who possess the following:

• Proven experience in Global IT Service Desk operations, customer support, or a similar role.

• Proven experience in developing of the quality assurance framework ISO 9001.

• Excellent communication and interpersonal skills, with the ability to provide constructive feedback and interact effectively with agents and stakeholders including ability to collaborate effectively with cross-functional teams and build relationships with stakeholders.

• Attention to detail and strong analytical skills to identify trends, patterns, and areas for improvement.

• Familiarity with quality assurance methodologies and best practices in customer service environments.

Working with us:

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we are driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our everyday life.

Here, you will thrive. You will be supported when faced with challenges and empowered to tackle new opportunities. You will be empowered to do your best work and contribute to the future success of the Group. We really love working here, and we think you will too.

If you\'re already part of the Commonwealth Bank Group (including Bankwest), you\'ll need to apply through Sidekick to submit a valid application. We\xe2\x80\x99re keen to support you with the next step in your career. We\'re aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.