Sales Quality & Assurance Manager

Our client, a leading energy retailer based in Melbourne CBD has an opportunity for an experienced Call Quality and Assurance Manager to lead a team of Quality Consultants and drive quality and sales effectiveness.   

Don't miss this exceptional opportunity, please apply by forwarding your CV and Cover letter.

The Role

Reporting to the Head of Sales - Contact Centres, you will have three direct reports and be responsible for managing the quality and compliance across all channels for three key business  units.

Some of your key duties will include:

  • Being responsible for compliance training and quality benchmarks across all channels

  • Accountable for working with the Head of Sales to implement training quality & compliance benchmarks across all channels and align with business requirements

  • Reviewing and monitoring KPI reporting

  • Liaising with the marketing department to assist with new campaign support and instruction to agents

  • Proactively driving strategies to improve performance and quality KPI’s,

  • Conducting call monitoring and coaching

  • Coordinating and managing all operational training attendance and competency records.

  • Own, manage & deliver the Sales & Assurance Team's Induction Training program.

  • Have the ability to write and conduct training session as required

  • Plan and carry out activities to maintain and develop operational efficiency of all services, in accordance with agreed strategy and KPIs and quality guidelines imposed by all parties, internal and external

Location (Primary)

Melbourne CBD, Victoria

Experience

2+ years management experience

Employment Terms

Permanent

Essential Skills and Experience
  • Experience working within the regulatory and compliance requirements of a heavily regulated environment including energy, telco, banking or insurance

  • 2 years’ management experience

  • Understanding of compliance and legislative requirements

  • Experience in building and delivering training content

  • Contact centre knowledge

  • Excellent communication and rapport building skills

  • Microsoft office skills – Min Intermediate level

If you are interested in an opportunity to drive training and compliance and be a part of an agile and fast growing CX focussed business send us your resume via the APPLY BUTTON or contact Call Isabella Villani on 0407 889 987 on a confidential discussion.

Please note:
Candidate applying for this role must been currently living in Australia. This role does not have provision to accept overseas applications.   ​

 

REPLY EMAIL ONLY

Due to the interest in the role, we will only be contacting candidate who meet our client's requirements.

Level 14, 330 Collins Street

Melbourne, VIC, 3000

Australia

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