We are currently looking for more amazing people to join the Sigma Family, this time as an Afterhours Quality Lead. Before we tell you more about this opportunity, let us share why you should join us at Sigma.
Location: Diep River
Hours: Out Of Hours Shifts (Mon-Sun)
Salary: Competitive
Who is the Sigma Family?
At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work.
Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.
What being a part of the Sigma Family means for you!
Career development and opportunities to apply for internal promotions following your probationary period.
Monthly, Quarterly, and Annual awards with marvelous prizes.
Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
Medical Insurance Covers doctor visits, optometrist appointments, dental assistance, funeral cover, and Group Life Cover, which are all Free from the Sigma Family to you.
Transportation Benefits Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
Join communities and collaborate with your colleagues on our internal Social Media platform.
The opportunity to be a part of an equal, diverse, and inclusive workplace all amazing people are welcome in the Sigma Family.
The Afterhours Quality Lead is the link between Sigmas QA department and the wider business, increasing visibility of quality and compliance performance with key stakeholders. The Quality Lead is responsible for performing quality checks for customer advisors, ensuring that we adhere to regulatory requirements, and client expectations and provide an excellent customer experience.
What Your Day-to-Day Will Look Like:
Perform regular quality checks to ensure that compliance and company guidelines are correctly followed. Provide written feedback to advisors through the quality monitoring system, ensuring a high level of accuracy and detail which allows effective coaching sessions to take place. Deliver regular 1-2-1 coaching sessions to new starters and bottom performers. Research coaching techniques and best practice, to ensure that coaching capability and knowledge is always up to date. Lead group coaching sessions with advisors and TMs, to address areas of focus. Accurately and efficiently track the progress of advisors and teams that receive quality coaching support. Adapt the approach to make sure that coaching is suitable for the person being coached. Build effective working relationships with TMs and SDMs. Liaise with SDMs to identify focus KPIs, and deliver coaching which drives performance improvements in these areas. Lead calibration sessions with internal and external stakeholders. Track results of calibration sessions to ensure effectiveness and identify knowledge gaps. Produce and distribute regular reports that show details of QA performance for various campaigns. Joins weekly calls with client stakeholders to present the quality performance of the campaign.
KNOWLEDGE/EXPERIENCE:
Quickly and accurately identify trends, and highlight these to the relevant stakeholders. Accurately interpret data to quantify the impact of QA performance on other KPIs. Produce QA updates to a high standard, which will be shared with clients in regular business reviews. Communicate effectively with client stakeholders. Highlights any gaps in our processes, and suggests remedial action. Maintains up-to-date compliance knowledge to make sure that feedback is accurate
Minimum Requirements:
- Minimum 2 years experience in a quality assurance role
- Minimum 2 years experience within a call center
- Must have previous demonstrative experience in an insight role within a BPO environment.
- Must have high proficiency in Excel.
- Data analysis/MI experience is desirable but not essential
- Must be willing to work Australian hours (11 pm-8 am)
- Stakeholder management experience required
- Must have management experience
Simple and Straight Forward Recruitment.
We dont see the value in making candidates jump through hoops. Once youve sent us your CV, if we think we have a suitable position for you, well contact you for a short telephone conversation. If you seem like a potential new member of the Sigma Family, you will then be invited to one of our Talent Sessions or a 121 interview. And thats it, if successful youll be given a start date and contacted by our amazing onboarding team to get you ready for day 1.
If you like the sound of being part of the Sigma Family, then dont wait and apply!
