Feb 02, 2023

Quality Assurance Specialist

  • Mable
  • Sydney NSW, Australia

Job Description

Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.

Our interview processes are inclusive and will accommodate additional needs when required.

A little about us...
Founded in 2014, Mable has become one of Australia's largest and fastest growing healthtech marketplaces. Our platform is an online community of independent support workers who offer their services directly to people who are seeking aged care or disability support. 

We’re thrilled to have been recognised within AFR’s Fast 100 list in 2021, Deloitte’s Tech Fast 50 2021 Awards and we won the Australian Growth & Australian Technology Growth Company of the Year Award 2020! This is an awesome opportunity to join a thriving scale up whose profit for purpose mission is transforming the aged care and disability support sectors.

Mission: We’re redefining support for disability and aged care in Australia by helping people who are aging or living with disability to connect with independent support people in their community.

Watch this - What we do

Your Role
Our Customer base expects high quality service, with assistance they can rely on. The role of the Quality Assurance Specialist is to partner with key business areas (currently our Customer Support team, but will be expanded) to deliver the quality assessment program, across three (3) key customer channels - Inbound Calls, Inbound Emails and Live Chat.

The position will work closely with the Customer Support team Leaders and Supervisors, as well as the broader Operations Leadership team. We have a fundamental belief that Quality Assurance is a positive tool that helps to foster great performance from individuals, and helps identify the need for improvement to processes and systems that support the individuals.

Some of your responsibilities will include and are not limited to: 
● Manage the QA assessment process, involving individual QA assessments across the 3 key channels in the Customer Support Team.
● Provide individual QA results to supervisors for individual coaching on a weekly basis.
● Provide overall reporting of the QA results, CSAT results and great customer stories on a monthly basis.
● Highlight excellence wherever possible within and outside the team.
● Review customer service metrics (e.g. SLA, CSAT, FCR) and how the support team’s performance affects those KPIs.
● Work with the Supervisors to coach team member towards high standards of knowledge, processes and overall customer service.
● Conduct group and one-on-one QA and calibration sessions in line with the training and quality framework.
● Identify, raise, and champion opportunities for continuous improvement.

Please note, this is a Hybrid role and will require you to work out of our Sydney CBD Office from time to time.

Our ideal Mabler
To be successful in this role, you will need to have prior experience within the Quality Assurance, boasting a sense of enthusiasm and passion within this space. You'll understand the intricacies of delivering front line customer service in a high volume pressure environment. You are also a problem solver and seek out scalable solutions for addressing common customer enquiries and voice of the customer (VOC) feedback.
Life at Mable
🏢 Sydney CBD Office - Two minutes walk from Town Hall Station, we’ve recently taken over an entire floor of the Hilton Hotel building with state-of-the-art facilities and tools you need to get the job done (hello, #scaleup life).
🏠 Hybrid working model - We love to encourage a healthy balance between team collaboration and home/ family commitments. 
💻 WFH Set Up Allowance - A generous $800 to help you kit out your home office.
💵 Competitive Remuneration - Everyone at Mable contributes to the bigger picture mission so we want you to feel financially rewarded.
❤️‍🩹 Wellbeing & Mental health - We offer floating public holidays and access to our Employee Assistance Program (App + counselling). 
🎂 Time away from our desks to recharge - Enjoy additional days off to celebrate your birthday, support your community by tapping into our ‘volunteer day’ or just have a day to yourself through our ‘wellbeing day’.
✈️ Explore the world - You have the opportunity to work from anywhere in the world for up to 4-weeks each year. 
👨🏻‍👩🏻‍👧🏻‍👦🏻 Family comes first - Make the most of our Paid Parental Leave - a gender neutral policy for primary (14 weeks + super) and secondary (6 weeks + super) carers.
💪🏾 Stay fit - Discounted gym memberships and classes.
🥪 We love to eat - Our pantry and fridges are fully stocked for your convenience. 
🫶🏾 Diversity & Inclusion - We are constantly empowering our employees and creating a culture of greater inclusion. We are endorsed by Work180 as an accredited employer for women in tech.
🏆 Anniversary Awards - Be rewarded through our recognition program with awesome goodies and rewards to celebrate your successes and tenure at Mable.
💗 Accelerate your career - Be a part of one of Australia's fastest growing Marketplaces. We are a scale-up tech-co and our people are a huge part of this. We want all of our Mablers to feel supported in their careers and for Mable to be the place where they can grow to their full potential.

Culture within the Mablehood - Our values
All About People - We put our customers at the centre of everything we do.
Better Together - We are stronger,  better and faster when we work together.
Challenge Openly - Speak up. Candid discussion helps us make better decisions. 
Do The Right Thing, Always - We hold ourselves to the highest standard. What we say and do matters.
CrEate Impact - We are passionate about having an impact.

We are one
We’re endorsed by Work180 which showcases our commitment to our policies, flexible working and inclusion practices for women in tech - visit our page here.

If this role has stood out to you but you don’t feel like you ‘’tick all the boxes’’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to the Mablehood that we are looking for! 

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

Where to find us online
Instagram - https://bit.ly/3pgAOXk