Job Description

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. Responsible 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. 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. 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, x15ventures), you\'ll need to apply through Sidekick to submit a valid application. We\'re 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. Advertising End Date: 01/10/2023

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