13 Apr 2018

Full-Time Senior Quality Adviser

The University of Auckland – Te Whare Wānanga o Tāmaki Makaurau – Posted by University of AucklandAuckland, Auckland, New Zealand

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Auckland University

Job Description

Academic Services provides leadership and excellence in academic administration services to internal and external stakeholders. Services are delivered in partnership with faculties and supported by a customer service and process governance framework.

We have an exciting, newly created vacancy for a Senior Quality Adviser to join our team and make a significant contribution to our service. Reporting directly to the Student Contact & Support Manager, this position is responsible for enhancing and maintaining Quality standards for all student interactions within the University. The successful applicant will lead and coordinate the development and implementation of the Quality Assurance Customer Service model within Student Contact and Support.

This is a new role which is expected to evolve and grow with the candidate, as such adaptability in the face of change and a pro-active approach is essential. The ability to produce and endorse recommendations to influence outcomes will be pivotal to your success, therefore having the ability to build and maintain effective relationships across the University will be highly advantageous.

To be successful in this position, you will need:

  • A minimum of 4 years Contact Centre experience, with at least 3 in a quality assurance advisory or analysis role.
  • An understanding of the relevant technology, (specifically contact centre systems including workforce management, quality management tools and CRM).
  • The ability to conduct analysis from multiple data sources, including surveys, CRM reporting and other information systems and identify any gaps in process.

Due to the nature of the business, at certain times of the year there is a need to work outside the normal operating hours of 8am-6pm. Consequently, flexibility with working hours during peak periods is required.

In return, we can offer you a real opportunity to have a genuine impact on our service, as well as the chance to grow and develop your stakeholder management and quality advisory skills in a large and complex organisation.  You will be essential to our success and your recommendations will ensure our student communications are of a consistently high quality and we provide excellence in our service delivery.

If this sounds like the challenge for you, apply online by the close date of 20th April 2018

This is a professional, level 5 position.

The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive and equitable environment.  For further information on services for Māori, Pacific, women, LGBTI, people with disabilities, parenting support, flexible work and other equity issues go to www.equity.auckland.ac.nz

How to Apply

In order to apply you will first need to register with the University by completing an online user profile via their website. APPLY NOW by clicking HERE to register with the University's website.  Search by the Job ID number: 19751. Please combine your cover letter and CV as one document when submitting your application. To successfully download the full Job Description you should ensure you have pop-up blocker disabled and file downloads enabled (in Internet Explorer enabling file downloads is done by navigating to Tools > Internet Options > Security > Custom Level and select radio button to enable File Downloads). If you are experiencing difficulty in any aspect of the application process or if you do not receive a confirmation email that you have applied for a role, please contact recruitment@auckland.ac.nz or Phone 09 923 1115. Applications close: Friday 20th April 2018.

Job Categories: Academic Services. Job Types: Full-Time.

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