Customer Quality Assurance Officer
Konica Minolta Business Solutions Australia, Australia
Job Description
Konica Minolta is innovative, robust and continually evolving. From printing, scanning and copying to cloud storage and robotics, our award-winning products and solutions help companies to transform and move information faster. Our people make this possible. We strive to create and maintain an inclusive workforce as diverse and capable as our class-leading solutions. We actively encourage women and those from diverse backgrounds to apply for our roles.
About the role
As our relationship with the outsourced vendor matures, we are seeking a Quality Assurance (QA) Specialist to monitor, maintain and improve the quality output of functions and processes monitored by the QA area, to continuously improve the experience of Konica Minolta Australia’s customers and partners. You will be responsible for driving quality standards to meet contracted SLAs. You will also be responsible for analysing and reporting the impact of QA efforts on Konica Minolta’s experience metrics through support of the experience management program. This is a part-time role (22.5 hours p/w).
Requirements
Ideal Candidate
To be qualified for this position, ideally your background and skills will comprise of the following:
- Key point of contact for helpdesk vendor Quality Assurance management and team members
- Manage survey invitation activity and support experience management program Providing constructive, actionable feedback to deliver positive outcomes
- Drive continuous improvement of processes and knowledge management resources
- Handling of escalations and high value customer transactions
Essential requirements for this role:
- High degree of functional knowledge of Customer Support processes
- Previous call centre experience (Inside Sales or Customer Support)
- Knowledge of processes in stakeholder groups linked to Customer Support activity (Order Management, Contracts etc)
- Experience with net promoter score surveys
- Excellent communication and partnering skills and ability to establish relationships and engage with stakeholders
- A proven capacity to set priorities, manage multiple projects simultaneously and respond to critical deadlines
- Strong attention to detail and well-developed analytical skills
Benefits
Why Konica Minolta?
You will enjoy a collaborative team culture where you will be supported and empowered to contribute your ideas and identify opportunities to develop your team and yourself. We are dedicated to the values of diversity and inclusion and have a firm commitment to ethical practices and corporate responsibility.
Konica Minolta is committed to providing a working environment that is inclusive and fair to both women and men. Progressive policies such as our domestic violence policy; paid parental leave and flexible workplace policies enable our people to balance work and life responsibilities. We have been thrilled to receive a citation from the Workplace Gender Equality Agency (WGEA) as an Employer of Choice for Gender Equality 5 years in a row.
In summary, you will be offered the following:
- Great career opportunity with a leading global technology and business solutions company
- With study assistance, emerging leadership development, and access to world class online learning, Konica Minolta is not only a place you can have meaningful successes, but a place you can further grow your career.
- Onsite crèche facilities
- Onsite gym access
- 300m to Macquarie Park Train Station
If you enjoy:
- Driving outcomes and taking ownership
- Building your career
- Building relationships
Apply today!