Training & Quality Assurance Coordinator

Life at PICA Group:

We asked our people what made working at PICA special, and they highlighted that we offer a sense of Belonging, we have Flexible ways of working, we’re Making a Difference every day, your career journey provides Challenge and Growth, and you’ll enjoy our PICA Perks.

About the role:

We are on the lookout for a professional Training & Customer Experience Specialist to join our National Strata Support team based in Southport, QLD. Reporting to the Head of Customer Service, this is a pivotal role in ensuring that our operations meet the highest standards of quality and that our staff are well-trained and equipped to perform their roles effectively. This role will involve continuous improvement of our quality assurance protocols, designing and delivering training, and managing customer feedback to drive continuous improvement.

Objectives:

• Training: Design, deliver, and assess training programs to meet the needs of new and existing employees, fostering continuous improvement and professional development.
• Quality Assurance: Implement and maintain high standards through regular audits, data analysis, and collaboration to address and resolve quality issues.
• Feedback Management: Collect, analyse, and act on customer feedback to improve service delivery and promote a culture of open and constructive feedback.

About you:

• You have proven experience in training, quality assurance, and customer feedback management, preferably in a call centre environment.
• Desired but not required is a Bachelor’s degree in a relevant field (e.g. Business, Learning & Development, Education, etc.) or possess equivalent experience.
• You excel in designing and delivering engaging training programs.
• You have strong analytical skills with the ability to generate and interpret quality metrics.
• You possess excellent communication and interpersonal skills.
• You are skilled with technology and familiar with call centre systems. (e.g. Genesys)

About Us:

Strata Support is a team of friendly, dedicated people who are passionate about what they do. We work together in a supportive and innovative environment, always striving to provide the best for our clients and each other.

If you haven’t heard of PICA Group, check us out: http://picagroup.com.au/, I think you’ll be impressed.  We have over 700 staff and 30 branches along the east coast, from Far North Queensland down to Tasmania.  We’re investing heavily in new products, technology and people initiatives – it’s a great time to join. Still not convinced? Check out what our employees have to say about working at PICA on Glassdoor A 4.6 star rating is nothing to sneeze at.

What we can offer you!

• Flexibility – Hybrid work schedules working from home five days each fortnight
• A Day Off – On your birthday because you deserve it!
• Benefits - Paid parental leave, discounted health insurance, hospital excess coverage, discounted fitness memberships, and study leave, to name a few.

How to apply

If you're ready for that next step in your career and want to join an industry leader at an exciting period of transformation, please apply via the link. At PICA we value diversity and encourage a speak up culture where our people bring their whole selves to work to enhance community living for all.

For up-to-date information about PICA Group, visit us:

https://www.linkedin.com/company/prudential-investment-company-of-australia/mycompany/

https://picagroup.com.au/

You must have the right to live and work in this location to be considered for this opportunity.

It is PICA Group’s policy not to accept speculative CV’s from Agencies, unless the role has been released directly to the agency. Should we require any assistance from agencies on any roles a member of the Talent Acquisition team will contact agencies directly.