Call Quality Analyst
vor 2 Wochen
Do you have an inquisitive nature with a healthy data curiosity??
If so we have the role for you
About the role:
We are looking for someone to join the Client Services Team as a
Call Quality Analyst.
As a key member of the Client Services Team, the Call Quality Analyst, responsible for ensuring that both inbound and outbound calls to clients and providers meet expected standards.
Reporting to the Manager Business Improvement, and working as part of the Business Improvement Team, this role will be responsible for ensuring that both inbound and outbound calls to clients and providers meet expected standards and improvement opportunities are identified to continuously lift our service capability.
- Assist in the continual enhancement of Quality standards and the QA framework.
- Assist with the enhancement of training curriculums and performance measurement tools.
- Collaborate with trainers on continual enhancement of training curriculums and competency verification tools.
- Monitor calls to ensure payment assurance is completed appropriately, privacy checks are being undertaken and that service provided is in line with our personcentred policy allowing clients choice and control.
- Quality check calls and case updates to ensure consistency with MPM's policies, procedures, and work instructions.
- Provide motivating and encouraging and coaching for staff to ensure processes are followed and meet MPM's quality standards.
- Coordinate with key stakeholders on the calibration of calls and processes
- Create quality reports for Team Managers on individual agents to suggest actions for improvement.
- Create quality monthly trend reporting for senior leaders highlighting overall quality levels and improvement opportunities.
- Build reporting on call quality trends, scoring and process/knowledge gaps based on ad hoc requests.
- Identify and promote positive examples of customer service, where MPM staff have delivered exceptional outcomes for clients.
- Support with the development of call scripts and other materials to enable staff to deliver a high quality of service to MPM clients.
- Work closely with the Quality and Risk team to ensure that MPM's commitment to client safeguarding is embedded within operational processes.
To be successful in this role you'll have:
- Previous experience with call quality checking within a service centre environment.
- Proven ability to provide coaching and feedback to frontline staff.
- Experienced in providing reporting and analysis.
- High level of empathy and emotional intelligence.
- Strong communication skills both written and verbal.
- Experience working with broad stakeholder groups and as part of a team.
- Ability to work in accordance with MPM values and ethos.
- Intermediate level knowledge of Microsoft Office suite
- Word, Excel & Outlook.
What's on offer
We will provide you with all the tools, resources and support that you need to succeed.
You will be partnered with an experience team member to support your learning.
We are offering:
- Ongoing training
- Support and guidance to help you reach your potential
My Plan Manager embraces Equal Opportunity and promotes diversity. We encourage Aboriginal & Torres Strait Islander people, people of all backgrounds, ages, sexual orientation and People with a Disability to apply.
**Applications close 12 May 2023. #J-18808-Ljbffr
-
Client Services Quality Analyst
vor 2 Wochen
Adelaide, Österreich https:www.bebee.comjoin VollzeitEvery career has a turning point. This could be yours.About usAt My Plan Manger our vision is to create an inclusive Australia where everyone can have the opportunity to reach their full potential. We do this by offering individualised financial management, in meaningful and transparent ways, so that the initial complexities and ongoing responsibilities of...
-
Corporate Analyst, Senior Analyst and Manager
vor 1 Monat
Adelaide, Österreich SRG Partners VollzeitCorporate Analyst, Senior Analyst and ManagerSRG Partners – Adelaide, AustraliaBy joining SRG Partners, you will be part of a high-performing corporate finance culture, with an opportunity to excel your career and learning. We make a real difference to our clients through structuring and executing transactions to meet key business objectives.With continued...
-
Corporate Analyst, Senior Analyst and Manager
vor 3 Wochen
Adelaide, Österreich SRG Partners VollzeitCorporate Analyst, Senior Analyst and ManagerSRG Partners – Adelaide, AustraliaBy joining SRG Partners, you will be part of a high-performing corporate finance culture, with an opportunity to excel your career and learning. We make a real difference to our clients through structuring and executing transactions to meet key business objectives.With continued...
-
System Analyst
vor 1 Monat
Adelaide, Österreich CYOS Solutions VollzeitApplication closing date: Tuesday, 28 May 2024 • 11:59pm, Canberra time Estimated start date: Monday, 01 July 2024 Location of work: ACT (Remote working will be considered for this role) Length of contract: 12 Months Contract extensions: 1 x 12 months Security clearance: Must be able to obtain Baseline Rates: $90 - $120 per hour (inc. super) Digital...
-
Business Analyst
vor 4 Wochen
Adelaide, Österreich Andromeda Metals VollzeitMarket Research & Analysis (Marketing & Communications) Andromeda Metals Limited is an ASX listed industrial minerals company. As a near-term producer of halloysite-kaolin, our vision is to supply the world with superior quality industrial minerals, enabling our customers to produce premium products and clean technologies.The Company's current focus is...
-
Marketing Analyst
vor 1 Monat
Adelaide, Österreich Andromeda Metals VollzeitMarket Research & Analysis (Marketing & Communications) Andromeda Metals Limited is an ASX listed industrial minerals company. As a near-term producer of halloysite-kaolin, our vision is to supply the world with superior quality industrial minerals, enabling our customers to produce premium products and clean technologies.The Company's current focus is...
-
Business Analyst
vor 1 Monat
Adelaide, Österreich FYFE VollzeitAbout the job Business AnalystFyfe is a multi-disciplinary consultancy providing comprehensive engineering, environmental, planning and surveying services throughout Australia. With over 465 employees, Fyfe delivers projects with a wide range of clients in the Property & Infrastructure, Energy & Resources, Defence and Renewables sectors to provide high...
-
Business Analyst
vor 3 Wochen
Adelaide, Österreich FYFE VollzeitAbout the job Business AnalystFyfe is a multi-disciplinary consultancy providing comprehensive engineering, environmental, planning and surveying services throughout Australia. With over 465 employees, Fyfe delivers projects with a wide range of clients in the Property & Infrastructure, Energy & Resources, Defence and Renewables sectors to provide high...
-
Network Planning Analyst
vor 2 Monaten
Adelaide, Österreich Sony Interactive Entertainment Inc. VollzeitNetwork Planning Analyst (Contract Role) Adelaide, South Australia As a part of Sony Interactive Entertainment, PlayStation is leading the cloud gaming revolution, putting console-quality video games on any device; and the Network Planning team is at the forefront of planning for and building the global network that makes this possible. As anAnalyst in the...
-
Network Planning Analyst
vor 3 Wochen
Adelaide, Österreich Sony Interactive Entertainment Inc. VollzeitNetwork Planning Analyst (Contract Role) Adelaide, South Australia As a part of Sony Interactive Entertainment, PlayStation is leading the cloud gaming revolution, putting console-quality video games on any device; and the Network Planning team is at the forefront of planning for and building the global network that makes this possible. As anAnalyst in the...
-
GIS Analyst
vor 3 Wochen
Adelaide, Österreich Aerometrex VollzeitAdelaide, South Australia 5000, Australia • Full-timeDescriptionWe're excited to share that a new opportunity has become available to join our Adelaide Head Office team in the role of GIS Analyst.Who We AreAerometrex is a trusted and leading geospatial tech company specialising in providing geospatial solutions & insights for our customers in both...
-
Network Planning Analyst
vor 2 Monaten
Adelaide, Österreich Sony Playstation VollzeitWhy PlayStation?PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios,...
-
Network Planning Analyst
vor 2 Monaten
Adelaide, Österreich Sony Playstation VollzeitWhy PlayStation?PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation...
-
Network Planning Analyst
vor 3 Wochen
Adelaide, Österreich Sony Playstation VollzeitWhy PlayStation?PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios,...
-
Network Planning Analyst
vor 3 Wochen
Adelaide, Österreich Sony Playstation VollzeitWhy PlayStation?PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation...
-
SQL Reporting Analyst
vor 2 Wochen
Adelaide, Österreich Active Tree Services VollzeitApply now Job no: 493271 Work type: Permanent full time Location: Adelaide Categories: Information Technology Active is looking to appoint SQL Reporting Analyst to be based in Adelaide or SydneyThe roleThis role reports to the Reporting Manager. Working in the reporting team, collaborate with stakeholders to determine reporting requirements and...
-
Spatial Data Analyst
vor 2 Wochen
Adelaide, Österreich ClearCompany VollzeitHudson is seeking a Spatial Data Analyst to join a large organisation to enhance spatial intelligence for informed decision-making. Primary Outcomes and Responsibilities: Develop, implement, and maintain cutting-edge spatial solutions to furnish evidence-based insights for decision-makers across all levels. Utilize analytical, statistical, and scripting...
-
Business Intelligence Analyst III
vor 4 Wochen
Adelaide, Österreich Alliance of Professionals & Consultants, Inc. VollzeitJob DescriptionAre you an experienced Business Intelligence Analyst III? If so, let’s talk!Our client is actively seeking a talented Business Intelligence Analyst III. This is a 1-month contract opportunity.This position is a remote opportunity and must work on Pacific time zone hours.OverviewThe main function of a Business Systems Analyst is to perform...
-
Business Intelligence Analyst III
vor 3 Wochen
Adelaide, Österreich Alliance of Professionals & Consultants, Inc. VollzeitJob DescriptionAre you an experienced Business Intelligence Analyst III? If so, let’s talk!Our client is actively seeking a talented Business Intelligence Analyst III. This is a 1-month contract opportunity.This position is a remote opportunity and must work on Pacific time zone hours.OverviewThe main function of a Business Systems Analyst is to perform...
-
Senior Systems Analyst
vor 1 Monat
Adelaide, Österreich Discovery Parks Group VollzeitAbout UsThe G’day Group comprises three leading Australian tourism brands in Discovery Parks, G’day Parks and loyalty program G’day Rewards. Employing more than 2,200 people Australia-wide, G’day Group has a truly national footprint of over 300 holiday parks, including 85 fully owned and operated parks and Resorts. The largest park network in the...
