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Customer Quality Programme Specialist
Location:
Auckland
Category:
Project Management and Business Improvement
Date Posted:
13-Sep-2019
Application Close Date:
27-Sep-2019
Job Reference:
1416182
Position Type:
Contract
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  • Newly created position with a broad scope, in our National Contact Centre (NCC).
  • 12 month fixed term position.
  • Based in Highbrook, East Tamaki (with free, secure, on-site parking).

Around since 1840, New Zealand Post has a long history - and a great future. There are many of us - involved in postal, communication, data management, logistics and distribution services - delivering what people care about. Our eyes are firmly on the future as we aspire to be the best delivery business for New Zealand.

We currently have an exciting opportunity for a Customer Quality Programme Specialist to join our National Contact Centre (NCC) on a 12 month fixed term contract. This is a new role that will see you take ownership for the design and implementation of the Contact Centre strategy for Quality Management.  But this won't be your typical Quality Management role, the strategy and process will be behavioural based and will be led alongside the CCM's and Team leaders.  You'll also provide thought leadership for the entire contact centre as the service we deliver is a result of the quality framework and rhythms that sit behind it; you'll be responsible for making Contact Centre Specific Quality part of our DNA.

Specific accountabilities for this role include the following:

  • Design of the Quality Management Strategy.
  • Operationalisation and Implementation of the Strategy.
  • Change Management.
  • Improvement in Operational Efficiencies as a result of the Quality Framework - including cost reduction.
  • The NCC representative on the Voice of Customer programme to ensure alignment.

Key to your success in the role will be your proven experience designing and implementing quality management programmes in a contact centre environment.  You'll have previously been part of a senior leadership team within a Contact Centre with a background in successfully delivering large scale change projects.  You'll thrive on working in a fast paced, results focused environment, but what will really set you apart is your strong interpersonal and relationship management skills, allowing you to coach and influence in a high-pressure environment

In return, we'll offer you the chance to work in a great team, and get stuck in to some really interesting work to add real value.

Hit the ‘apply now' button or apply online via our careers site www.nzpost.co.nz/careers where you will find a full job description.  For further information, call Kristy Teece on 093679532. Applications close 27 September 2019.

All applicants will be required to provide proof of their eligibility to work in New Zealand. Appointees will be subject to a security check and may be required to undertake drug, alcohol and / or credit checks.