Real Time Monitor and Quality Assurance Analyst

Ensure efficient scheduling, forecasting, and performance monitoring of the Customer Care workforce, whilst also improving the quality of customer interactions.

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand.

Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.

Reporting to the National Workforce Planning Manager. The Real Time Monitor and Quality Assurance Analyst is responsible for ensuring the efficient scheduling, forecasting, and performance monitoring of the Customer Care workforce, whilst also assisting to maintain and improve the quality of customer interactions.

This role involves a combination of workforce management and quality assurance tasks to optimise productivity, enhance customer experience, and ensure operational goals are consistently met.

The role:

Workforce Management 50%

Quality Assurance 30%

Data Analysis and Reporting 20%

• Analyse call volumes, trends, and historical data to forecast staffing needs, develop and managing contact centre agent scheduling, and monitoring real-time operations.
• Report on workforce metrics and prepare and make recommendations to meet demand fluctuations.
• Quality assurance involves regular audits of agent interactions, providing feedback, and collaborating with the team to improve customer service performance.
• Data analysis and reporting to providing insights and recommendations to management.
• Collaborate and find ways to continually improve existing process and procedures is encouraged,
• You will have close collaboration with contact centre managers, team leads, and trainers.
• Staying up to date with industry best practices in workforce management and quality assurance to ensure operational efficiency.

What You Bring:

• Proven experience in workforce management and quality assurance within a contact centre environment.
• Experience in workforce management tools and software (such as Verint, AWS, Salesforce).
• Familiarity with quality assurance processes and customer service standards.
• Experience coaching, mentoring and supporting team to reach identified and achievable targets
• Strong analytical skills with the ability to interpret data and generate actionable insights in real time, as well as in line with forecast metrics.
• Excellent attention to detail and ability to identify trends and areas for improvement.
• Strong communication and interpersonal skills, with the ability to provide constructive feedback, coach and mentor.

What we can offer you:

• Novated leasing benefits and discounts
• 12 weeks paid parental leave and access to our Parents Portal
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.