Senior Quality Coordinator

Role Title: Senior Quality Coordinator
Grade: SNSW Grade 9/10
Location: Various - Newcastle, Parramatta, Maitland, Lithgow, Gosford
Duration: Fulltime Ongoing opportunity



Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

The role:
Lead a team coaches and analysts within Service NSW contact centres focusing on improving customer experience outcomes by building and implementing quality business improvement programs, embedding coaching frameworks and preparing documentation and supporting materials for business case development and funding.


Your remuneration:
SNSW Grade 9/10 - The package includes the base salary range of ($111,806 -$134,667), plus employer's contribution to superannuation and annual leave loading.

The successful candidate will be able to:
*Develop, prepare and maintain quality framework and communicate requirements for success to business partners and frontline teams
*Build and maintain collaborative relationships with Contact Centre Leadership Team and key stakeholders focused on strong engagement, feedback and recognition
*Translate data insights from quality observations into meaningful coaching and development plans for team members
*Build and develop a coaching and development framework for leaders supporting them with having constructive coaching conversations with their teams whilst advocating the benefits of call quality coaching
*Ensure appropriate risk management steps are incorporated into the quality process with a supporting review and escalation process in collaboration with the Operational Risk and Compliance team
*Lead, manage and develop Call Quality Analysts, including through training, coaching and mentoring, as well as business process improvement workshops, to achieve high levels of performance in contemporary quality management techniques and coaching and development practices
*Gather data, customer and team member insights to develop a process improvement strategy focused on making it easier for customers to engage with SNSW contact centres
*Prepare supporting business cases for process improvement agenda to ensure adequate funding is obtained to deliver process improvement strategies.


Please note that employment at Service NSW is subject to a satisfactory Criminal Records Check.

Learn more:

Click Here to access the Role Description.

Applications Close: 22nd July @9.59am

When applying you need to:

Provide a covering letter and resume (Resume not exceeding 5 pages) that details your experience and how you meet the capabilities of the role.

Additional information

Part of the assessment process includes additional online capability testing, skills testing or work samples in accordance with the Government Sector Employment Act 2013. A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 12 months. Employment to Service NSW is subject to a satisfactory national criminal record check.

Service NSW is passionate about building a culture that values and supports diversity and inclusion. Service NSW encourages applications from people with disability, Aboriginal and Torres Strait Islanders, LGBTQI and people from culturally and linguistically diverse backgrounds.

21/07/2020 $0 Newcastle, Maitland & Hunter 1 Call Centre & Customer Service
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