Quality Assurance Manager (Melbourne)

As our new Quality Assurance (QA) Manager, you will be the guardian of service excellence within our Telco Hardship Support team. This isn't just about ticking boxes; it’s about ensuring our most vulnerable customers receive the right support at the right time. You will lead a 360‑degree quality loop, managing a team of Quality Analysts and a Trainer. Your mission is to turn data into dialogue, ensuring every evaluation leads to stronger process and compliance, evidence‑based coaching and a continuous uplift in customer outcomes. What You’ll Do Quality Monitoring & Evaluation
- Framework Oversight: Lead and oversee evaluations across Voice, written and administrative workflows to ensure total alignment with our approved QA framework.
- Vulnerability Safeguarding: Be the expert eye for risk; identifying and escalating missed hardship indicators.
- Integrity & Precision: Ensure your offshore team applies scoring definitions consistently, providing clear, coaching‑ready commentary that is evidence‑based and actionable. People Leadership
- The “One‑Team” Culture: Build a unified culture across locations, setting the rhythm for workflow allocation, performance management, and capability uplift.
- Direct Mentorship: Lead Analysts and Trainer, ensuring everyone is aligned on standards, behaviors, and quality priorities.
- L&D; Partnership: Work hand‑in‑hand with your Trainer to translate QA “red flags” into immediate learning interventions, refreshers, and nesting support. Calibration, Coaching Support & Continuous Improvement
- Drive Consistency: Facilitate high‑stakes calibration sessions with Team Leaders and Ops to maintain a shared “source of truth” regarding what excellence looks like.
- The Insights Loop: Don’t just find errors—find the why. You’ll translate trends into actionable initiatives and contribute to weekly insight rhythms alongside Ops, L&D;, WFM, and Analytics.
- Best practice: Identify what our best people do well and transfer those skills for overall uplift.
- Targeted Remediation: Design and support recovery plans for individuals or cohorts where quality or compliance gaps are identified, ensuring we close the loop on risk. Reporting & Governance
- Visibility & Narrative: Own the reporting packs (daily, weekly, monthly) that give the business clear visibility into defect themes, what we do well, compliance indicators, and uplift tracking.
- Operational Optimisation: Proactively hunt for ways to sharpen our QA processes, sampling logic, and reporting tools to ensure the program remains agile and effective. About You You understand that your work is the heartbeat of the contact centre. You recognize that the insights you gather flow through every department—shaping how Team Leaders coach, how Trainers develop content, how the Reporting team tracks success, and even how we recruit our future talent. You are the driver of centre‑wide excellence. You take an “all‑of‑centre” approach, knowing that every call graded is an opportunity for us to get better. You are firm yet fair, possessing the empathy to put yourself in an agent’s shoes while never losing sight of the customer’s needs. Above all, you are a visible leader—present, respected, and a genuine partner to the entire team. What You Bring
- Demonstrated QA leadership experience in a contact centre workplace.
- A deep understanding of Collections, Hardship, or Vulnerability frameworks (highly desirable).
- Strong knowledge of quality drivers across Voice, Written, and Back‑Office workflows.
- Ability to analyse trends and translate findings into practical improvement actions.
- High attention to detail, compliance discipline, and consistency in applying standards. Why Join Us?
- As a new position, you have the opportunity to define the QA roadmap and leave your mark on the function.
- Access an unlimited mental health and well‑being platform, empowering you to stay balanced and thrive both personally and professionally.
- Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee perks provider Flare can help you save every day with well‑known brands. If you’re a leader who can turn compliance into compassion and data into development, we want to hear from you. Apply today and help us redefine how we support our customers. About Probe CX Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally‑enabled and data‑driven company, but first & foremost we are people‑purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction. How to Apply? Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process
- please let us know. We’re happy to accommodate. Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self! #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rw001