Change and Support Manager - Quality Assurance

Support the Quality Assurance team with project related requests, Opportunity to work with Australia's largest insurance distributor nationwide, Implement training and managers briefs for relevant changes in our call centre.

  • Opportunity to work with Australia's largest insurance distributor nationwide
  • A brand new & exciting role to support the Quality Assurance team with project related requests
  • Partner with Learning & Development and Change Management to assist in facilitating operational changes

About Us
Greenstone is a leader in the sales and distribution of insurance products under a portfolio of owned and white-labelled brands. Brands include Real Insurance, RSPCA Pet Insurance, Guardian, Medibank, Woolworths and Australian Senior Insurance Agency and Choosi. We aim to make a positive difference in people's lives by providing quality solutions that help people protect the things closest to them.

The Opportunity
The Change and Support Managers primary responsibility will be the management of scripts and Quality Assurance (QA) collateral to align to the business requirements. This role will also support the QA Management team with operational changes and improvement initiatives to align with our department objective of providing quality feedback to support the call centre.

What are we looking for

  • Minimum 2 years' experience in contact centre environment for financial services products
  • Experience within a Quality Assurance environment
  • Experience in helping facilitate change in a call centre environment
  • Proficiency with Windows, Excel, Word, Power Point, spreadsheet, flowcharting applications
  • Well developed written and oral communication skills
  • Ability to work autonomously as well as part of a team
  • Well-developed time management and organisational skills
  • Analytical thinker and well-developed problem-solving skills
  • Ability to embrace and implement regular feedback
  • Confident, positive and a passion for quality & improvement

Desirable

  • Knowledge of Verint platform

Our Promise To Our People
We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work. We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:

  • Fantastic employee benefits including flexi days, flexible working, annual $1200 travel/parking allowance & more
  • State of the art building facilities including a dedicated & subsidised on-site company caf (weekly free lunch) & on-site gym
  • Health & well-being initiatives and programs
  • Opportunity to take part in in-house leadership & emotional intelligence workshops
  • Quarterly award functions and a grand annual conference to recognise our people
  • Retail discounts e.g. movie tickets, Taronga Zoo entry, live shows + more
  • Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)

Who We Are
We are an innovative company with diverse brands and operating divisions, who work together as one team. We strive to be the best provider of direct financial products by placing customers at the heart of everything we do. We care about what we do and we care about making a positive impact on our community.

We have an inclusive and diverse culture. We work in a positive and energetic environment where you can expect to find professional colleagues, driven to achieve results.

Location
Great central location in Norwest Business Park, Bella Vista - only a short walk from Norwest Metro station (also direct bus access from Parramatta and Blacktown).

16/02/2021 $0 North West & Hills District 1 Call Centre & Customer Service
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