The Queensland Curriculum and Assessment Authority (QCAA) is seeking multiple Casual Support Officers to provide helpdesk, administrative, operational, and logistical support in the delivery of the annual Year 12 external assessments and the National Assessment Program – Literacy and Numeracy (NAPLAN). The Program Management Unit is responsible for managing a range of administrative and logistical activities to support the Authority’s core deliveries in relation to the implementation of senior internal and external assessments and NAPLAN testing in schools.

Job details

What you will do

In the Casual Support Officer role, you will:

• Respond to helpdesk queries from schools, markers and invigilators by phone and email.
• Record details of all contact in a contact management system (JIRA).
• Assist schools with software familiarization.
• Follow data management processes.
• Contact and support schools.
• Undertake general administrative tasks.
• Facilitation of oral assessments using Cisco WebEx.

What we are looking for

The QCAA is committed to selecting the person best suited to the role and to furthering equity and diversity. We strongly encourage applications from all gender groups, Aboriginal people, Torres Strait Islander people, people from culturally diverse backgrounds and people with all abilities.

The ideal candidate for this role possesses:

• Strong customer service experience (previous call centre experience is advantageous).
• An excellent phone manner, with a polite, friendly, and positive attitude.
• Strong language, communication, literacy, and numeracy skills; with a high level of attention to detail.
• Resilience; must be able to deal with challenging scenarios and high stress situations.
• Strong active listening skills.
• Strong organisation skills with the ability to multi-task and prioritise duties.
• Strong problem solving and decision-making abilities.
• The ability to work as part of a team, or independently when required.
• Intermediate Microsoft Office, and general IT/typing skills.

This role reports to the Manager, Program Management Unit. No roles report directly to this role.

APPLICATIONS RECEIVED WITHOUT AN ACCOMPANYING SCREENING QUESTIONNAIRE COMPLETED WILL NOT BE ACCEPTED.

Further information

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

Documents

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

• Casual Support Officer Role Description (PDF, 165KB)
  Role Description