Customer Care Quality Assurance Coach
The Warehouse Group
Hamilton, Waikato, New Zealand
4d ago
Job Description

Reporting to the Team Leader,  The Customer Care Quality Assurance role plays a pivotal role in helping to drive the customer experience deliverable through leveraging feedback and information to create an optimal customer journey.

The key responsibilities and duties:

  • Monitor inbound and outbound call, emails, chat and social media responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
  • Record evaluations utilizing departmental quality monitoring.
  • Assist with managers and team leaders on the delivery of the surveys and evaluating customer feedback.
  • Participates in the design of quality monitoring processes and quality standards
  • Prepares and analyses quality reports for Management review.
  • To undertake any other duties as required


We are looking for someone who posse’s strong business acumen, coupled a customer first mindset.To be successful in this role you will be able to anticipate potential problems and be proactive in addressing them.

Other key skills and attributes:

  • Prior leadership experience is a must.
  • Proven ability to achieve and maintain departmental quality standards.
  • Professional demeanour, dependable, and able to maintain confidential information.
  •  Sound written communication skills and good technical ability.
  •  Exceptional listening and analytical skills.
  •  Strong knowledge of customer care processes and techniques.
  • -       Exceptional level of attention to detail

Additional Information

It is our belief that it's important to reward and recognise our team for their success. This role consists not just of a competitive salary with awesome team member discounts and much more. You will also have access to leading learning and development programmes 

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