Service Analyst/Call Quality
vor 2 Wochen
- Grow with an organisation dedicated to helping Australians improve their health.
- Identification of process gaps, risks, and coaching opportunities.
- Sydney based role in our Haymarket office, near Central station - Hybrid working
Healthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help Australians actively manage and improve their health.
Our virtual services are easily accessible via multiple channels, including helplines, video call solutions, apps and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic.
About the opportunity
Reporting to the Service Delivery Lead – My Aged Care (MyAC), this role will be responsible for ensuring the service operates smoothly and delivers on its contractual outcomes. The role will focus on quality assurance and the continuous improvement of the service through the identification of process gaps, risks, and coaching opportunities within the service.
Key responsibilities of this role include:
- Assess telephone-based or online interactions with customers and provide recommendations for improvements using a Quality Scorecard.
- Quality assurance reviews of activities undertaken within the Aged Care contact centre.
- Providing high-quality analysis of Contact Centre performance to ensure consistent and timely information to stakeholders.
- Accuracy and integrity of data is maintained through robust and systematic quality control.
- Leading and participating in various work streams, committees and forums.
- Ensure effective and efficient procedures and processes are in place within the contact centre.
- Drive value for money in the delivery of services/continuous improvement of service delivery utilising a quality framework
- Undertaking deep-dive analysis into potential service gaps and preparing reports to clearly illustrate findings.
- Experience with continuous quality improvement.
- Demonstrated ability to make decisions based on evidence.
- Maturity in approach to problems and finding solutions.
- Proven track record in the successful management of KPIs.
- Demonstrated experience in change and embedding processes.
- Experience working in, or knowledge of contact centres is desirable.
We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.
Our benefits include:
- Flexible work arrangements (2 days per week in office, pro-rated for part time employees).
- 14 weeks company Paid Parental Leave for both parents.
- Multi-dimensional wellbeing program that is run by our people for our people.
- Individual curated learner journeys to support you to expand your capabilities and unlock your talent.
As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
Click Apply to submit your application for this role. Please be aware that you must have the right to live and work in Australia to apply for this job. #J-18808-Ljbffr
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