The Opportunity

Reporting to the Quality and Knowledge Manager, the Quality Improvement Analyst works collaboratively with the Client and Serco stakeholders to improve the quality of customer interactions and to optimize efficient and accurate resolution of feedback which is actioned by gathering, interpreting, evaluating, analyzing, and reporting on data; to provide proactive insights and opportunities with the aim of improving the quality of service provided to NDIS Participants & Providers.

The Quality Improvement Analyst provides timely and accurate reporting on Serco quality performance; identifying any opportunities to enhance quality team reporting capabilities.

Collaborate with the Client and Serco stakeholders to evaluate and analyses data and information provided through the quality assurance and feedback processes. Also, identifying opportunities to support continuous improvement of service delivery to the NDIS.

Driving operational excellence through developing quality... team capability in formal process improvement methodologies e.g. Lean / 6Sigma, etc.

Support with the implementation of Contract process, knowledge and document change as required. Should also build relationships with varied levels of Serco and Client Management and Support Departments.

Hence, extensive experience in a call centre with quality management framework in a customer service environment is highly desirable.

This role is crucial to the short- and long-term success of the business. You will be well supported by a diverse and inclusive team as well as a supportive management team to assist. This role will allow you to grow and will keep you engaged as you uphold and inspire a centre of excellence reputation.

With Serco, you will be rewarded with:
• Opportunities to participate in broader leadership development and influence
• Attractive remuneration package with additional benefits
• Rewards and recognition program, including awards and corporate retail discounts
• Ongoing training tailored for your personal development plans, including opportunities outside your current team or location
• Friendly and diverse team with inclusivity and care at the heart of everything we do

Applicants will need complete relevant security clearances and psychometric profiling as part of pre-employment checks.

All applicants need to have proof of Working Rights in Australia
Dandenong VIC Australia

Salary Criteria