QA Lead (Customer Service)

About Us

In October 2023, Woolworths launched Woolworths Market Plus (WMP). WMP is a new platform for businesses to both sell and manage products across the Woolworths Group Marketplaces.

WMP is home to three marketplaces: MyDeal, Everyday Market, and BIG W Market. It is a leading Australian online retail platform specialising in “everything for your home,” including furniture, homewares, garden supplies, appliances, and more.

Your primary responsibility will be to develop and improve the Quality framework & lead the QA Team.

• Quality Management Framework: Develop the Quality Management framework for various Customer service teams currently being assisted via Phone and Email.
• Quality Monitoring: Ensure quality evaluations targets are met with the quality standards set, including phone calls, and email communications. Assess agents' performance against defined/industry standard quality metrics and criteria.
• Team Management: Lead the Quality Management team and motivate the QA team to perform. Develop a positive working culture to improve metrics.
• Voice of the Customer: Analyse and improve the CSAT, NPS customer service metrics for the organisation and drive initiatives to improve metrics.
• Customer Experience: Advocate for the customer within the organisation , ensuring their needs and feedback are considered in decision-making processes related to service quality.
• Feedback and Coaching: Evaluate the feedback strategy to customer service representatives based on evaluation results. Conduct weekly call calibration sessions / ticket reviews with various teams
• Data Analysis and Reporting: Analyse quality data and generate reports to identify trends, patterns, and areas for improvement. Provide regular reports to management with recommendations for enhancing customer service quality.
• Process Improvement: Collaborate with cross-functional teams to identify process improvements and programs that can enhance the customer experience. Participate in the development and refinement of call scripts and service workflows.
• Compliance and Standards: Ensure that agents adhere to company policies, procedures, and compliance regulations. Issue an incident report for quality violations. Work closely with the Customer Service Manager to ensure new hires are well-prepared to meet quality standards.
• Best Practice Bank: Build a collection of best practice calls and emails for demonstration and training purposes.
• Others: Provide support in any additional ad hoc tasks that may be required by the management that will support Operations performance

Minimum Qualifications:

• Should have 3-5 Years as a Quality Lead developing and leading high performing quality teams.
• Proven experience creating quality management frameworks and deploying customer service programs.
• Strong Leadership skill & Team management with experience leading senior quality teams.
• Excellent communication skills to communicate effectively across all levels of the organisation.
• Strong analytical skills and presentation skills to present to diverse audiences.
• Familiarity with Customer service quality management tools and technologies
• Availability and willingness to work full-time on-site is required.
• Ability to provide constructive feedback and coaching.
• Ability to multitask and work effectively in a fast-paced environment.
• Flexibility to work shifts, including weekends, and holidays, as needed.
• Excellent communication and interpersonal skills.

Nice to have:

• Experience in QA Automation, Sentiment Analysis, AI driven quality solutions.
• Quality Lead experience in an Ecommerce/Seller support environment would be an advantage.
• Experience working with sendesk would be a plus.
• Six Sigma or certifications would be nice to have.
• Working knowledge of Google platform - Sheets, slides,etc.