The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

Job details

As the Quality Advisor, you will:
• Monitor the work of Contact Centre team members to evaluate service delivery quality and identify coaching, training and development needs.
• Coordinate and facilitate one on one feedback and coaching sessions with contact Centre team members to improve customer service quality.
• Research, assess and report on identified quality and service trends to facilitate continuous improvement in service delivery and customer experience.
• Liaise with internal and external stakeholders to facilitate the exchange of information and support process improvement initiatives.
• Promote learning and change initiatives within the Contact Centre environment to foster a culture of growth, continuous improvement and development.

*This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.

Applications to remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 649945 25 Role Description v1 (Word, 294KB)