Call Quality Coach

Exciting new role, Growing organisation.

About My Plan Manager

My Plan Manager (MPM) is the most experienced plan management provider in Australia, with a dedicated and friendly team of people, offering flexible support.  It is our mission to offer individualised financial management, in meaningful and transparent ways, so that the initial complexities and ongoing responsibilities of being an NDIS participant dont get in the way of our clients living their best lives.


About the role

Reporting to the Operations Support Manager, and working as part of the operations support team, the Call Quality Coach is responsible for developing, implementing and maintaining a quality framework that drives the delivery of a person-centred service to MPM clients.

Main accountabilities include:


  • Monitoring call samples to ensure that employee behaviour in regard to call contact is consistent with MPM policies and procedures;
  • Providing training and coaching for staff to ensure that inbound and outbound calls to clients meet MPMs call quality standards;
  • Working closely with Team Managers to drive consistency in coaching and feedback to frontline employees;
  • Supporting the development and maintenance of call scripts and other materials to enable employees to deliver high quality service;
  • Working with key stakeholders to identify and implement process improvements that drive an improved client experience.

To be considered for this role, we are looking for someone who has:

  • Previous experience managing call quality within a service centre environment;
  • Proven ability to provide coaching and feedback to frontline staff;
  • High level of empathy and emotional intelligence;
  • Strong verbal and written communication skills;
  • Experience in providing reporting and analysis;
  • Intermediate skill set of Microsoft Office suite Word, Excel & Outlook
  • Previous experience working in an environment that delivers person-centred support to people with a disability (preferred but not essential).


Prior to commencing with MPM you will be required to hold a current DHS Working with Children's Check (WWCC) or DCSI Child-Related Employment Clearance and a current DHS Disability Services Employment Clearance.


My Plan Manager in an Equal Opportunity Employer and encourages diversity in the workplace.  People with a disability are encouraged to apply.


Next Steps:


If you believe you have what it takes to deliver high levels of service, and are excited about working for an organisation that can make a real difference to peoples lives, then  then please submit a covering letter and resume (in one document) via the 'Apply Now' button on Seek.  Applications must be submitted by close of business Friday 24 July 2020.




21/07/2020 $0 Adelaide 1 Call Centre & Customer Service
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