Overview Due to internal promotion a superb opportunity has become available to manage and provide mentorship to the Call Quality Team at this rapidly expanding energy provider based in the CBD. Your role will be to develop and implement framework and continuous improvement strategies in order to ensure team compliance and overall customer satisfaction is being met. You will be working closely with your team to promote positive behaviours and close engagement. This is an excellent opportunity for someone with previous training experience from a call centre environment looking for career progression or a new opportunity. The Role Management and development of the Quality Team. Managing daily operations to ensure service delivery standards are being reached. Development and implementation of framework including strategy, design, scheduling, sampling and resourcing. Ensure customer complaints have been actioned appropriately. Analysis if team performance and identifying any problem areas. Identify any patterns and trends for continuous improvement. Carry out weekly reporting for the business. Provide ongoing training and mentorship to quality team. Involvement into continuous improvement projects as necessary. Experience To be considered for this opportunity, we are looking for an energetic and highly driven individual with previous coaching and management experience from a call centre based environment. You will need to be an effective communicator with a minimum of 5 years in coaching/management and proven abilities in strategy development and continuous improvement. The role also require strong organisation and negotiation skills. If you feel if the relevant capabilities of this role, please apply as below. Contact To apply for this role please click on the link below or alternatively for a confidential discussion you can contact Hazel Lawson in the Melbourne Office on (03) 9918 0934 quoting the position title and 62784. * Some applicants who apply for this role may be contacted by our Education division with an opportunity to complete a funded course to further skills and employment opportunities. This is an added service.*