Quality Interaction Specialist
Nova Energy
17d ago

Nova Energy is a nationwide, New Zealand owned company, and we treat our customers the way you'd expect of a genuine Kiwi organisation.

More than 100,000 Kiwi families and businesses have switched to Nova Energy because we've helped them save on their energy bill.

We provide a smart mix of energy options to suit the needs of Kiwis and we offer great service.

We are currently looking for a Quality Interaction Specialist to join our Customer Service Team to implement a quality assessment framework for each Nova Energy business unit, ensuring consistency is achieved through common language and customer experience alignment.

About the Role :

  • Support business unit excellence in customer service and compliance with Nova Energy policies and procedures.
  • Conduct assessment reviews and alignment checks.
  • Facilitate and report on calibrations with customer services, operations, customers and stakeholders.
  • Support process improvement initiatives with the aim of improving business outcomes.
  • Communicate performance to Customer Service and Operations teams.
  • Provide support to the broader business to ensure compliance to the Quality Framework.
  • About You :

  • A minimum of 3 years’ experience in a call centre or equivalent environment.
  • Experience in Quality Assurance, quality assessment or call monitoring in a call centre or similar environment.
  • Sound understanding of Consumer, Privacy and Fair Trading Act work.
  • Strong stakeholder management and ability to influence peers.
  • Sound verbal and written communication skills.
  • Strong time management skills.
  • Sound knowledge of MS Office.
  • If you would enjoy being a part of our close-knit team in our Whakatane office, please do not hesitate to apply for this role.

    Applications can be done on our website www.novaenergy.co.nz

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