Job Opportunities in Australia

The Communications Centre sits within Growth Engagement and Marketing Directorate and is the Universitys central enquiries team that manages all phone and digital inbound and outbound enquiries along with bulk student communications across all ECU campuses. The Communications Centre team’s functional role is the provision of frontline advice/information, driving student growth, omni-channel enquiry management, electronic communications and support services to all ECU students.

The Role
The Quality Assurance Coordinator plays a crucial role in maintaining and enhancing the Quality Framework across various interaction channels, including phone, email, chat, and social media. This position is responsible for implementing quality standards that align with the universitys Customer Experience Strategy, conducting evaluations to identify areas for improvement, and facilitating staff development through training and calibration sessions. This role collaborates with Quality Evaluators and team members to foster a culture of continuous improvement, manages projects that support business objectives, and ensures compliance with university policies. With a strong focus on customer service, creative problem-solving, and effective communication, the Quality Assurance Coordinator is essential in enhancing service delivery and supporting the university's growth goals.

Criteria

Education and Experience: Tertiary qualifications or extensive relevant work experience in quality management, customer service, or a related field.
Analytical Skills: Proven ability to analyse data, identify trends, and report findings to stakeholders to drive continuous improvement.
Quality Standards Expertise: Experience in developing, monitoring, and embedding quality standards across multiple communication channels.
Communication Skills: Strong verbal and written communication skills, with the ability to present information clearly to diverse audiences.
Collaborative Mindset: Ability to work effectively with a variety of stakeholders, fostering teamwork and a shared commitment to enhancing the student experience.
You will also demonstrate personal attributes that are congruent with the University’s values of Integrity, Respect, Rational Inquiry, Courage and Personal Excellence.

Remuneration

This part-time, ongoing position attracts remuneration of $92,087 to $99,353 pa (pro-rata) plus 17% University superannuation contribution.

Contact

Interested applicants are welcome to call Matt Harvey on 0466 927 420 for more information.

How to Apply

Please upload your resume along with a maximum 1 – 2 page statement addressing the key criteria listed above with reference to the Capabilities in the .

Closing Date:
Applications close on Tuesday 29 October at 11.30pm AWST.

APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE RELEVANT WORKING RIGHTS

ECU is a diverse and inclusive workplace reflecting the differences in society. Specific strategies and initiatives are in place to address underrepresentation of specific groups. Applications are encouraged from suitably qualified people from all backgrounds. Aboriginal and Torres Strait Islander people are strongly encouraged to apply.

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