Operations Associate (Quality & Support)

What you'll do

As Operations Specialist - Quality and Support for HRS Operations you will be responsible for supporting the competency, consistency and quality of Operations Associate fulfillment and service tasks across Operations. This will be achieved by performing regular QA assessments across. Operations Associates based on areas of elevated risk, supporting training activities and task based coaching for new recruits along with providing live support to existing team members on critical Processes. Few key responsibilities include : 

• Perform Quality assessments (QA) on Operations Associates across critical processes in HRS Operations and provide coaching and feedback to support adherence to process and compliance, highest levels of service and reduced rework
• Identify and report trends identified across business units and offer recommendations to address skill or process gaps.
• Support increased levels of QA for new recruits and specific process changes across the business (including offshoring).
• Ensure alignment to QA Operations policy and facilitate calibration requirements onshore and with BPO (Foundever)
• Provide daily support to Operations Associates via the ask chats, escalation line and emails.
• Identify themes and trends in support queries and able to provide recommendations

What experience you need 

• Strong Customer Service skills
• Training / Facilitation
• Coaching and feedback skills and proficiency with fit2work processes
• Experience across multiple HRS Operations processes and knowledge of check types and strong attention to detail
• Excellent written and verbal communication.
• Ability to work with a large varied group of stakeholders
• Ability to prioritise responsibilities.
• Operates with little supervision required.

What could set you apart

• Training / Facilitation skills
• Experience with QA frameworks

We know great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday), paired with Friday Flexibility to wrap up your week remotely.

We are proud to hold a Reflect Reconciliation Action Plan (RAP) and encourage applications from Aboriginal and Torres Strait Islander peoples. We welcome people of all backgrounds, knowing that diverse perspectives spark the innovation we need to win.

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