CX Quality and Compliance Specialist at Employment Hero

Information Technology and Services, Design, Full-time, Remote, Sydney, New South Wales, Australia sydney remote design full-time
Description
Posted a month ago

Employment Hero is an Australian tech unicorn - valued at over $1 billion. Our world-class software is the easiest way for small to medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year on year since inception, and expanded globally in late 2020. We now service over 80,000 businesses and we will continue to grow rapidly in 2022 and beyond.

We believe in distributed employment and take a ‘Remote First' approach with our team. Employment Hero can hire across the globe, assuming that candidates have eligible working rights and are in a suitable timezone. If you've got the skills for the role and the passion for our mission then we want to hear from you!

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

The Role

The CX Internal Quality and Compliance Specialist will have a passion for engaging in customer-focused quality systems, driving compliance and internal best practices. They have experience and commitment to building frameworks for employee development, internal opportunities for growth and aligning their best attributes with our best practice.

This position offers the opportunity for individual contribution on decision making and global collaboration with our team of leaders. You will be accountable for using data to drive improvement in the quality processes as well as driving insights to change product and service models based on exposure to customer and employee interactions. This role reports directly to the CX L&E Manager and is part of the CX Transformation Team. You will be required to build strong relationships with cross functional CX leads and other business units and support functions..

Responsibilities

  • Design, implement and maintain the quality assurance scorecards;
    • These will be a rubric against which you, the team leads and management evaluate their team’s interactions with customers.
    • These frameworks are driven by the values of Employment Hero, standards for agent-customer interactions and form the foundation of the QA process.
    • The methods will continue to be updated and assessed on platform expansion, new releases, new enhancements, VOC and changes to the internal software and technology used.
  • Correlating NPS and CSAT at an individual level to drive training and coaching plans.
  • Continuous improvement of the QA process based on VOC and VOE insights.
  • Drive CX to ensure that client interactions are optimised and best-in-class.
  • Define and lead quartile assessments and improvements.
  • Conduct and lead improvements from regular employee forums for feedback on training and coaching internally.
  • Mapping the hiring process onboarding, employee development, succession plans, skills matrices, training/skills gaps analyses and up-skill workflow to drive up quality, staff retention and growth, and speed to competence.
  • Identifying, inspecting and assessing areas of improvements in the internal processes of CX sub-departments.
  • Monitor learning and education policies and procedures and support performance on the employee and team level and develop and produce compliance and coaching reports as required.
  • Quality monitoring trend assessment in relation to OKRs, and KPIs.
  • Maintain the Corrective Action Register and review and analyse the data to identify trends and areas for further improvements.
  • Create strategies to improve support for OKRs including the use of scorecards, assessments, regular audits, etc.
  • Develop and maintain CX quality standards and compliant systems.
  • Lead calibration sessions to maintain consistency in internal evaluations.
  • Develop and implement a Compliance Calendar and schedule for internal audits.
  • Advise CX L&E team and CX as a whole on compliance and quality issues.
  • Administer and contribute to enrolments during peak times for specific programs, ensuring all aspects of compliance are administered correctly at enrolment.
  • Ensure our brand guidelines, including tone of voice, values and visual identity, are adhered to internally.
  • Utilise industry best practices and familiarity with the organisation's mission to inspire ideas and content.
  • Continually seek to understand the capabilities and technical constraints of the systems with which you’ll be working to drive optimisation to reduce customer and Hero effort.
  • Build great relationships across CX at all levels.

Requirements

  • Relevant Tertiary qualification in Education and Training and/or Management, or Quality Assurance.
  • Have a successful track record in delivering high quality internal QA services and developing relationships with all levels of an organisation.
  • Possess practical experience of delivering and leading QA across a range of subject matters, resulting in high quality and credible outputs.
  • Strong critical thinking and problem-solving skills to create meaningful strategies to improve CX quality.
  • The ability to work independently and make appropriate analytical and ethical decisions.
  • Proficient with G-Suite.
  • Meticulous attention to detail.
  • Excellent communication skills.
  • The ability to prepare and present materials/findings both internally and externally.
  • Experience in the CX space.
  • Proven track record of analytical skills.
  • A high level of initiative, commitment, and accountability to execute high quality deliverables.
  • Proactive approach to improve department efficiency through creative ideas and solutions.
  • Able to interpret CX metrics and their interaction with business metrics.

Benefits

  • Self, health, wealth and happiness programs
  • Remote-first and flexible working arrangements
  • Our Sydney office is dog friendly and remains open for team meetings, collaboration days and those who need a day away from their home office (we are a COVID-safe workspace for those who choose to use it!)
  • A generous budget to spend on setting up your home office (if you need a desk, chair, screen? You name it!)
  • We set you up for success with the latest and greatest hardware, tools and tech
  • Continuing education / post-graduate assistance program
  • Virtual yoga classes
  • Weekly virtual happy-hour and social events to get to know your new colleagues
  • Quarterly & yearly team celebrations
  • Access to the EH Employee Benefits Program and Hero Rewards Shop, of course!
  • Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

  • Raised $181M achieving unicorn status February 2022
  • LinkedIn Top 25 Startups 2021, ranked #2 in Australia
  • The Australian Top 100 Innovators List 2021
  • Raised $140M Series E round led by Insight Partners July 2021
  • Raised $45M Series D round led by Seek 2021
  • Deloitte Technology Fast 50 2020, ranked #42 in Australia
  • LinkedIn Top 10 Startups 2020
  • Raised $22M Series C Round led by Seek July 2019
  • Raised $8 mill series B round led by Seek and OneVentures
  • Deloitte Technology Fast 50 2019, ranked #20 in Australia
  • GetApp Category Leader Q1 2019
  • Deloitte Technology Fast 50 2018, ranked #12 in Australia
  • HRD Gold Medalist - Human Capital Management Systems 2018
  • HRD Gold Medalist - Rewards and Recognition Service Provider 2018
  • HRD Rewards and Recognition Employer of Choice 2018
  • LinkedIn Top 25 Startups 2018
  • EY Entrepreneur of the Year National Finalist 2018

**When applying for this position, please fill out all of the application questions, thank you**