Quality Assurance Manager

Probe CX

Melbourne, Victoria, Australia
Quality monitoring & evaluation framework oversight
Vulnerability safeguarding
Integrity & precision
As the new Quality Assurance (QA) Manager, you will be the guardian of service excellence within our Telco Hardship Support team, ensuring our most vulnerable customers receive the right support at the right time

Job Summary

  • As the new Quality Assurance (QA) Manager, you will be the guardian of service excellence within our Telco Hardship Support team, ensuring our most vulnerable customers receive the right support at the right time.
  • You will lead a 360-degree quality loop, managing a team of Quality Analysts and a Trainer, turning data into dialogue for stronger process, compliance, and customer outcomes.
  • As a new position, you have the opportunity to define the QA roadmap and leave your mark on the function, with access to an unlimited mental health and well-being platform and everyday savings.

Matching Summary

As the new Quality Assurance (QA) Manager, you will be the guardian of service excellence within our Telco Hardship Support team, ensuring our most vulnerable customers receive the right support at the right time.

Skills & Requirements

Must-have

  • Quality Monitoring & Evaluation Framework Oversight
  • Vulnerability Safeguarding
  • Integrity & Precision
  • People Leadership
  • L&D Partnership
  • Calibration Sessions
  • Reporting & Governance

Nice-to-have

  • Driven by curiosity
  • Thinking big
  • Firm yet fair leadership
  • Visible leader
  • Inclusive culture

Key Requirements

  • Demonstrated QA leadership experience
  • Contact centre environment experience
  • Understanding of Hardship frameworks
  • Knowledge of quality drivers across workflows

Work Rights

Not specified

Tailored Resume

Cover Letter