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