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Quality Assurance Analyst

Apply now Job no: 497460
Work type: Permanent - Full Time
Location: Morwell, Victoria Regional
Categories: Retail Markets

  • Rewarding salary and bonus
  • Grow your career with Alinta Energy in the Latrobe Valley
  • Join a progressive company and be based in our brand new office in the Morwell Innovation Centre

Alinta Energy is coming to the Latrobe Valley – We are investing in Australian jobs, to deliver better service and support to our customers across Australia.  Our Customer Experience Hub will be opening in 2021 and will create over 230 new jobs in the Gippsland region, located in a brand-new facility. Working for Alinta Energy in the Latrobe Valley will give you the opportunity to grow your career whilst gaining exposure to industry- leading technology and applications to support and drive customer excellence.

We’re determined to make energy more affordable and we are committed to securing an energy mix that delivers on this challenge.

We are looking for experienced Quality Assurance Analysts to join our brand new Customer Experience Hub in Morwell. Our Quality Assurance Analysts monitor and assess the quality of our customer calls and correspondence across all our Customer Services teams. Alinta Energy works in a competitive market and our Quality Assurance Analysts will support our retail operations to ensure that we excel in the delivery of our customer service, providing a customer centric service at each interaction and support our most vulnerable customers

Responsibilities will include:

  • Monitor and assess the quality of calls and correspondence
  • Liaise with Team Leaders and provide constructive feedback on quality assessment for areas of improvement
  • Prepare reports on data and insights of the quality assessments for individual teams
  • Assist the Quality Manager with the development of the Quality Score Cards
  • Implement operational strategies to meet customer expectations, regulatory requirements, business priorities and business objectives
  • Maintain effective working relationships within the business to ensure positive customer outcomes

To be successful you will have:

  • Previous experience as a Quality Assurance Analyst, in a customer focused role
  • Experience assessing the quality of our customer calls and correspondence
  • Highly developed interpersonal skills, written and verbal communication
  • Previous experience applying Customer Service concepts and techniques
  • Ability to work in a team to achieve business outcomes
  • Adaptable, flexible and resilient mindset
  • Experience in Windows computer environment including Microsoft Office
  • Problem-solving and analytical mindset

If you are a down to earth, have a strong passion for delivering outstanding customer service, we want to hear from you!  This is an exciting opportunity for customer focused Quality Assurance Officer to be part of shaping the future of how we support our customers at our new operations in the Gippsland region.

 Let’s spread the positive energy together…

Working at Alinta Energy you will have access to a range of benefits, such as:

  • Flexible work options – Alinta Energy is currently trialling a flexible work option for most roles where you can work a combination of days from the office and from home
  • Staff Energy Offer (where products are available)
  • Employee Referral Bonus
  • Salary Packaging options
  • Full access to Headspace Application
  • Salary continuance insurance
  • Employee Assistance Program
  • Purchased leave
  • Community volunteer leave

Alinta Energy is a Circle Back Initiative employer – we commit to respond to every applicant.

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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