Customer Quality Assurance Specialist

Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.  

About the role  

We’re seeking a Customer Quality Assurance Specialist (12 months fixed-term), to support the quality of our customer interactions by delivering accurate evaluations, actionable insights and consistent coaching that strengthens the overall customer experience.
  

You’ll join an innovative team, work together, embrace improvement and thrive on delivering better outcomes.
  

As our Customer Quality Assurance Specialist, you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging and exciting work.  

Day-to-day, you will:  

• Conduct quality evaluations across customer voice, email, chat and specialist support teams, ensuring accuracy, consistency and alignment with the quality framework

• Perform consistency checks and coach offshore QA team members (Manila), including monthly 1:1 sessions to review variances

• Analyse quality data to identify trends, insights, performance gaps and opportunities for improvement, supporting data‑driven decision‑making

• Contribute to continuous improvement initiatives, including process reviews, contact‑reason analysis, automated dispositions and root‑cause insights

• Engage with stakeholders through reporting, presentations or coaching conversations to help improve customer experience and support operational teams
    

This role will suit someone with a curious mind and transferrable skills and experiences, including:  

• Proven experience in a Quality Assurance role within a contact centre environment, with strong understanding of QA frameworks, evaluations, calibration, and coaching

• Highly developed analytical and reporting skills, including the ability to identify trends, extract insights from large datasets, and produce meaningful recommendations

• Exceptional communication and stakeholder‑management skills, with the ability to influence, coach, and partner confidently across onshore and offshore teams

• Strong customer‑experience mindset, able to balance business needs with customer outcomes and evaluate interactions through a customer‑first lens

• Proficiency in Excel and comfortable working with multiple systems, alongside the capability to quickly learn new processes, tools and customer platforms 

If you meet some of these requirements, but not all, we encourage you to submit your application.  

With a career at Transurban, you’ll enjoy a range of benefits, including:   

• A range of flexible working options
• 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, available for the duration of the contract, with Superannuation paid during unpaid leave as well 
• Learning and development opportunities to support your career interests
• Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more 
• Social activities and groups

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.   
  

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.  

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on [email protected]

Ready to help us keep cities moving? Apply today!

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