Quality Assurance Analyst
NZ Post
Auckland, NZ, NZ
6d ago
  • Are you passionate about quality assurance and continuous improvement?
  • Looking for a role where you can make a real impact on the business and our customers?
  • Bring your proven record of systems and processes to our teamKōrero mō te tūranga - About the roleIn this newly created role, you'll be an integral part of our Customer Service team who deal daily with both new and existing customers.
  • Working closely with the leadership team you'll design and build a QA framework that supports continuous improvement and growth for the wider team's capability.

    You'll be responsible for the design and implementation of an audit process and systems, including continual review to identify trends.

    Our QA will assess on items like inbound and outbound calls, email responses and our team's approach to customer empathy, technical accuracy, customer service performance, and conformity to company policies and procedures.

  • With the end goal being an enhanced overall customer experience, you'll use the information and trends from the new framework to help develop and implement our Customer Care Centre's quality processes and procedures;
  • as well as making recommendations for enhancements to learning.Mōu - About youAs an experienced Quality Assurance Analyst or Auditor, you'll have a proven understanding of data analysis frameworks (pattern and trend analysis) and have a drive for continuous improvement and delivering customer excellence.

    Naturally you'll be self-motivated, have high accuracy and attention to detail along with an analytical and investigative mind.You'll couple this with

  • Proactive approach to prioritisation and the resilience to adapt quickly to changing priorities
  • Strong time management, attention to detail and follow through skills
  • Previous experience in applying critical thinking and using sound judgement to develop options and provide advice
  • Tech savvy and strong MS Excel skills (analysis functions, pivot tables, graphs etc)In an ideal world you'd also have experience in a Call Centre environment or customer facing organisation.
  • Mō te Tukurau Aotearoa - About NZ PostNZ Post is an iconic organisation with a rich history and bright future. We're in the midst of transformational change as we disrupt our industry on our quest to be the #1 delivery partner for e-commerce.

    It's an exciting time to join.Interested?Bring your passion for creating great customer service to the team at NZ Post. If this sounds like your next career move, apply today, or to find out the full requirements of the role please download the JD available via the NZ Post website.

    If you require additional information, contact Michele Christie (Talent Acquisition Specialist) on michele.christie nzpost.

    co.nzApplications for this position close on 17 October 2021.All applicants will be required to provide proof of their eligibility to work in New Zealand.

    Appointees will be subject to a security check.There's something really special about being part of the team here at NZ Post - Tukurau Aotearoa, who we are and what we stand for is grounded in our values.

    We are proud to be Rainbow Tick certified and recognise the diversity and uniqueness of our workforce and reaffirm our commitment to create a safe and inclusive environment for everyone.

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