Customer Solutions Quality Assurance Lead

At The Good Guys, we’re here to help families live better for less. Since 1952, we’ve been delighting customers with unbeatable deals and exceptional service and advice with their home appliances and consumer electronics.

We offer the best value, world-class brands and exceptional customer service across our 100+ store network, online, and in our commercial division, The Good Guys Commercial.

Great careers start at The Good Guys – begin your journey with us today.

Why join The Good Guys?

• Fast paced and exciting environment where diversity is celebrated, and creativity and ideas are valued.
• Competitive remuneration to recognise our team for their effort, which depending on the role, may include generous sales commission and other fantastic incentives to celebrate success.
• Access to exciting career opportunities and comprehensive training and development programs as part of the broader JB Hi-Fi Group (which includes JB Hi-Fi Australia, JB Hi-Fi New Zealand, The Good Guys and E&S Trading).
• Fantastic discounts across the JB Hi-Fi Group, plus access to Beny, our team member benefits app with exclusive offers, wellbeing perks and everyday savings.
• We offer 12 weeks paid parental leave for eligible primary carers (and a gift for new parents) and we embrace flexibility and offer hybrid working models for eligible roles.
• Our Employee Assistance Program (EAP) provides counselling and wide array of other wellbeing resources for our team members and their families.
• Our Helping Hands workplace giving program has raised millions for our charity partners to support positive impact in the community.
• Demonstrating our commitment to sustainability, we are on track to reach our goal of net zero carbon emissions by 2030 and continue to improve the way we reduce, reuse, and recycle.

The Customer Solutions Quality Assurance Lead is responsible for measuring and monitoring the quality of customer interactions and activities, and provide timely and objective insights, training, feedback and coaching to improve team performance against agreed standards.

• Perform assessments on customer interactions and processing activities in accordance with the agreed framework to identify opportunities to improve customer experience
• Prepare reporting to track team and individual performance and share performance feedback with Customer Solutions Team Leaders and Customer Solutions Manager
• Prepare and facilitate training, feedback and coaching to ensure team knowledge and skills empower them to compliantly, effectively and efficiently achieve great outcomes for our customers
• Identify, investigate and escalate issues that may indicate defects and which may result in compliance breach, reputational risk or financial loss
• Identify and recommend process and QA framework improvements to ensure currency, reduce error and risk, maximise efficiencies and enhance the customer experience
• Manage or investigate escalated concerns as required, ensuring prompt and effective resolution of customer issues while identifying and addressing root causes to incidents where possible
• Provide leadership and direction to the Customer Solutions team as required, including monitoring team activity and delegating tasks when requested

• Experienced within a customer service-based or call centre role
• Computer literacy including (Microsoft Office suite, CRM Systems)
• Quality focus with the ability to recognise quality and KPI measures within customer interactions.

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!