Due to continued growth, Datacom Connect are currently seeking an experienced Quality Assurance Manager to join our fast paced and brand new contact centre team in Modbury.

In this newly created role, you will act as a point of contact between our clients and operational teams, to ensure compliance with SLAs and to implement the quality framework.

About the Role:

  • Coach, mentor and develop Quality Assurance Team 
  • Conduct assessment reviews and alignment checks
  • Facilitate and report on calibrations with operations and client
  • Deliver process improvement initiatives with the aim of improving business outcomes
  • Lead department meetings with stakeholders to address performance and improvement
  • Communicating performance to Operations teams
  • Providing support for CSRs and leadership team to ensure compliance to Quality Framework

  About You:

  • Experience in Quality Assurance
  • Knowledge of Quality Framework, Contact Centre operations, and Performance improvement strategies
  • Minimum 12 months experience in Contact Centre Management or Quality Management role with sound understanding of outsource practices
  • Solid verbal and written communication skills
  • Knowledge of MS Office
  • Ability to deliver Training/Coaching
  • Proficient time management skills
  • Strong stakeholder management and ability to influence peers
  • Australian Citizenship and ability to pass a criminal history check

About Datacom:

With over 6,200 people, and revenues of over $1.1 billion, Datacom is one of Australasia’s largest professional IT services companies. Datacom has extensive expertise in the operation of data centres, the provision of IT services, software engineering and management, as well as payroll and customer service design and operations. Founded in 1965 and operating across Australia and New Zealand, Asia, Europe and the US, Datacom has a successful trading history of consistent growth, profitability and a track record of delivering innovative, cost effective technology solutions.

At Datacom Connect, we know how to recognise the work you do and offer inspiring leadership programs and development opportunities. We also offer flexible working arrangements, a corporate wellness program and provide you with the technology to enable you to work efficiently.

Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk. 

How to apply:

 
For further information please contact Chantelle Romeo, Recruitment Coordinator on 08 8164 7638, alternatively click APPLY NOW!

  • Located in our Modbury office
  • Rapidly growing organisation with excellent career development opportunities
  • Highly rewarding leadership opportunity