Quality Assurance Analyst
Datacom, New Zealand
Job Description
A bit about Smartly, a Datacom company
Smartly is proudly owned by Datacom, New Zealand’s largest IT company. Smartly leverages Datacom’s strengths in legislative compliance, data security and software development to give our customers confidence that their payroll is accurate, secure and supported by one of the best IT businesses in New Zealand.
Smartly exists to make it simpler for Kiwi businesses to look after their people. We’re known as the simple way to sort your payroll for over 20,000 Kiwi businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation.
About the role
This is an exciting new role to the business; we're looking for an experienced CSR professional or established Quality Analyst to develop and maintain the Quality Assurance Framework at Smartly. The Quality Assurance Analyst will also manage Quality evaluations of customer interactions to support the coaching and process improvement across the Customer Support Group. A key deliverable will be the development and delivery of regular Quality Assurance Reporting for Customer Support.
Support will be available to help with the set up the of the framework, implement, establish reporting amp; coaching
What you’ll need to bring:
- Business or Quality Assurance Analyst experience necessary.
- Understanding of frontline customer service coaching.
- Experience leading and motivating people in a customer service / operational environment desirable
- Energetic and motivating individual Creative thinker
- Experience in leading and managing change, specifically in the area of process re-engineering desirable
- Well-developed oral, written and interpersonal skills
- Highly developed problem-solving skills
- Effective work organisation skills with an ability to manage a wide variety of tasks
- Proficient in MS Office Applications In-depth knowledge of customer services software, databases and CRM systems
- Proven communication, influencing, negotiation, interpersonal and report writing skills
What you’ll get
- A competitive salary and additional benefits (e.g. free health insurance)
- Hybrid working home and Lower Hutt office (work from home equipment supplied laptop, monitor, monitor stand, keyboard and mouse)
- Awesome company-wide team culture
- Training for our software and support from our great team.
- 37.5 hrs per week
Please submit your Cover Letter amp; CV by clicking the Apply button