Quality Assurance Specialist

About the Client

Our client is a leading Australian provider of electricity, gas, internet and mobile services. This role supports customer account activity, with a focus on compliant, empathetic and service-oriented collections and account resolution.

The Opportunity

As a Quality Analyst, you will monitor, evaluate and improve the quality, compliance and customer experience outcomes of a collections operation. You will review customer interactions, account handling and case documentation against agreed standards, then provide practical insights to support coaching and continuous improvement.

What Sets This Role Apart

This role gives you the opportunity to influence frontline performance without being on the phones full time. You will help protect customer experience, identify process gaps, support calibration and ensure quality findings translate into clear coaching and operational action.

Key Responsibilities

• Review calls, case notes, customer interactions and account actions against quality frameworks.
• Assess accuracy, professionalism, documentation quality, customer experience and adherence to process.
• Complete quality scorecards consistently and provide clear evidence for evaluation outcomes.
• Identify quality trends, compliance risks, process gaps and coaching opportunities.
• Share insights with Team Leaders and Operations to support coaching, calibration and continuous improvement.
• Escalate potential compliance breaches, complaints, disputes or vulnerable customer concerns as required.

What We're Looking For

• 2 to 4 years of experience in quality assurance, collections, customer service, recoveries or contact centre operations.
• Experience reviewing customer interactions, completing scorecards or providing coaching insights.
• Strong analytical, investigative and evidence-based assessment skills.
• Clear written and verbal communication skills, with the ability to provide constructive feedback.
• Sound judgement when assessing customer risk, compliance matters and escalation triggers.

Nice to Have

• Experience supporting Australian customers, clients or customer operations.
• At least 1 year in a Quality Analyst, Quality Specialist, Senior Agent or compliance monitoring role.
• Experience in a BPO, shared services, utilities, banking, lending or telecommunications environment.
• Exposure to SAP, CRM, case management, quality monitoring, scorecards, call recording, dashboards or reporting tools.

Who This Role Suits

This role suits someone who is objective, detail-oriented and comfortable reviewing customer interactions with fairness and consistency. You will enjoy this role if you like turning observations into useful coaching insights and helping teams improve quality, compliance and customer outcomes.