Job Description
Two of Australia's leading telecommunication companies, Vodafone Hutchison Australia and TPG, have come together to form TPG Telecom Limited.
TPG Telecom Limited has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and Felix.
TPG Telecom is the second largest telecommunications company listed on the ASX.
Combining a mobile network and a fixed line network delivering exceptional performance, TPG Telecom Limited is connecting Australia for the better.
We are a dynamic business this brings new opportunities for our customers and our people.
Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG Telecom.
Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.
Role Purpose & Environment
As Quality Assurance Team Leader, you are accountable for coaching, leading, developing, and motivating a team of Quality Specialists to embed, supporting and maintain the TPG Telecom quality frameworks within Customer Operations.Through quality, you will assist to embed and foster a culture of customer experience excellence and ensure key standards are understood and adhered to within the business.
**Responsibilities**:
We are a dynamic business this brings new opportunities for our customers and our people.
Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG Telecom.
Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.
Conduct calibration sessions with your direct report team as well as Customer Operations leaders across different departments including but not limited to Billing Support, Tech Support, Sales, Upgrades and Retention
Use quality and compliance data management systems to compile and track performance at department, team, and individual levels
Act as an ambassador & role model for your team and the wider business to showcase the importance and value of quality
**Staff and team performance management, in particular**:
.Monitor and evaluate agent performance
.Ensure high levels of skill and knowledge
.Continually identify and champion areas for improvement
.Work with management to communicate team status, challenges and issues, and obtain necessary resources to support the team's requirements
.Act as an escalation point for the team and communicate with other departments to resolve customer concerns quickly
.Ensure or complete reporting and analysis requirements
.Help achieve operational targets such as service level, net promoter score, quality assurance, attendance
.Monitor, develop and improve staff knowledge, skills and training programs
.Act as an escalation point for any customer or operational issues within the team and/or section
.Maintain and promote a culture of customer service excellence, urgency, positivity and continuous improvement
.Overall responsibility for coaching, performance management, disciplinary action, and its related documentation
.Ensure all operational activities are in accordance with various company policies including OCSI handbook, codes of conduct, Complaint Handling Process, Privacy Policy
.Track, identify and communicate to management call drivers and trends, systemic issues, gaps in staff knowledge and training, and recommendations to improve processes and services
**Knowledge, Skills & Experience Requirements**:
.At least 2 years' team leadership experience, with experience leading quality or audit teams strongly advantageous
Sound knowledge and understanding of Quality and/or compliance frameworks and audit mechanisms and possessing a range of skills to review and audit performance against standards
Excellent English communication (verbal and written) and strong interpersonal skills
Strong customer experience and continuous improvement mindset
Experience in delivering change or delivering quality insights will be highly regarded
Has good customer service, conflict management and complaints resolution skills
Excellent familiarisation with the products and services that we offer
**Expertise in or understanding of**:
Conducting peer-to-peer coaching
Conducting calibration sessions with direct reports and operations leaders around the business
Root Cause Analysis and SMART Coaching model
Computing literacy, MS Word, Excel, Powerpoint and Outlook
Strong stakeholder management skills
How we work
As a combined business we have several amazing brands across fixed and mobile, these are the principals we are using to help us create something even better together.
What makes TPG great is our people, we are a strong and mighty team that do a lot and we do it well.
TPG is a Company where you can truly gain experience in a dynamic and diverse work environment.
Working at TPG means taking on new and exciting challenges that help you grow and develop your career.
TPG Philippines is continuing to hire for all open roles with all interviewing and