Quality Assurance OfficerThink Support Services Inc (TSSI)

Company Description
Part of the Deep Blue Group of Companies, Think Support Services Inc (TSSI) is a fast-growing business delivering innovative, digital, and high volume solutions to the Australian retail property market. Working across multiple products and brands, with a focus on the sale and purchase of property connecting people, systems, and data across the pre-sale, building inspections, and conveyancing process through to settlement, we're changing the face of the Australian retail property market.
Job Description
ABOUT THE ROLE
The Quality Assurance (QA) Officer will be accountable for the delivery of Front of House (FOH) and Sales quality monitoring activities in helping to assess and improve employee knowledge, sales effectiveness, customer service performance, and compliance with company policies and procedures
You will be responsible for:
Quality Assurance / Audit Monitoring
Monitor interactions FOH and Sales using the quality management framework
Undertake assessments utilising quality checklists in line with plan and targets
Analyse data to identify trends and present back to key stakeholders
Provide feedback on employee performance and areas for improvement in quality assessments
Reporting & Insights
Track quality performance at a team and individual level
Identify trends in quality and provide actionable insights to stakeholders
Facilitate calibration sessions with stakeholders
Continuous improvement
Identify areas for process and knowledge improvement and enhancement whilst undertaking QA activities.
Develop skills that are complementary to current areas of responsibility and those identified in a personal development plan.
Customer Success Metrics
Perform quality checks of FOH and Sales activities in line with checking plan and targets.
Audit activities utilising checklists to ensure the correct process is followed across the FOH and Sales journey
Raise any compliance issue immediately on identification to Reporting Manager for remediation
Enter all quality assessments into the system the day of assessment
Undertaking quality assessments
Undertake quality assessments within agreed delivery schedule across FOH and Sales activities
Reporting quality insights
Produce and deliver quality reports in line with agreed delivery schedule
Provide daily / weekly commentary of identified insights, strengths, learnings, and opportunities for improvement based on the outcomes of quality assessments performed
Participation in calibration sessions
Ensure that quality assessments are made in line with the calibration standards
Participate in and contribute to the establishment, review, and improvement of calibrated standards
WORKING LOCATION AND REQUIREMENTS
Once circumstances allow, this role will be based in our Makati head offices. In the meantime in order to be considered for this opportunity, you must be able to demonstrate your home working the environment is as follows:
conducive home office (free from noise and distraction)
main internet: wired internet of at least 5mbps
reliable back up internet: at least 3mbps speed
Qualifications
Knowledge, skills and behaviours
Ability to build trust, and demonstrate empathy while providing feedback
Well-developed problem-solving skills and analytical skills
Ability to work collaboratively with stakeholders to provide insights and feedback
Strong stakeholder management skills to align and manage expectations
High attention to detail and accuracy
Strong written and oral communication skills
Solid working knowledge of Google Suite/Microsoft office suite in particular Excel/Sheets
Understanding of Sales system (Pipedrive), CRM and phone system (CXone).
Time management and organisational skills
The ability to be flexible and adaptable to change in a dynamic work environment
Ability to work autonomously as well as part of a team
Exceptional listening and analytical skills
Good interpersonal and communication skills
Aptitude for being organised and data driven
Additional Information
An exciting opportunity in a growing part of our business, we look forward to hearing from interested team members.
SmartRecruiters

Makati City, Metro Manila
Permanent
Full-time