Quality Assurance & Experience Manager

Alinta Energy is hiring a Quality Assurance & Experience Manager in Melbourne, VIC. The role involves leading a team to enhance customer experience, ensure compliance, and implement quality assurance processes using AI tools. Candidates should have experience in quality assurance, strong analytical skills, and the ability to collaborate with diverse teams. Alinta Energy values a supportive work environment and offers flexibility and various employee benefits.
• Ensure Quality and Experience insights deliver tangible continuous improvements across key Customer Journeys
• Drive the uplift of the Quality Assurance and Experience capability through using the latest AI tools and technologies
• Monitoring, reporting on and uplifting adherence to regulatory and compliance objectives and processes

Alinta Energy is one of Australia’s biggest energy retailers, generators and developers with over 1.1 million customers. Australia’s energy system is undergoing the biggest transformation in its history and we’re right there with it. We’re investing in and developing large-scale renewables and storage projects as part of our ongoing effort to provide our customers with reliable, affordable and sustainable energy.

About the role

As the Quality Assurance and Experience Manager, you will lead a team of managers and analysts responsible for Alinta Energy’s onshore and offshore assurance business capability, playing a crucial role in enhancing the overall customer experience, adherence to regulatory and compliance objectives and processes and identifying areas for improvement and implementing quality assurance processes, using the latest innovations along the way.

Why you’ll love working here

We’re a welcoming bunch who put our energy into being the best company we can be. For us, this means shared respect, great communication between teams, acting on our ideas, and looking out for each other’s wellbeing. There are plenty of great perks, from flexible working to a long list of exclusive Alinta benefits.

What you’ll do
• lead a team of managers and analysts responsible for Alinta Energy’s onshore and offshore assurance business capability
• develop and enable delivery of the QAE strategy, including technology uplift, and reporting and analytics improvements
• Develop and implement quality assurance frameworks and processes.
• Analyse customer feedback and data to identify areas for improvement.
• Collaborate with cross-functional teams to enhance customer experience.
• Drive continuous improvement initiatives and monitor their effectiveness.
• Provide training and coaching to team members on quality standards.

Your experience
• Hands-on experience working in contact centre quality assurance or related roles
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities with the ability to lead and mentor a team.
• Knowledge of quality management systems and methodologies.
• Ability to work collaboratively with diverse stakeholders.

This role is best suited to a proactive person who has experience working in a Quality Assurance background and optimising strategies and capabilities.

Like what you’re seeing?

If you like the sound of this, and you’ve got experience in a similar role, we’d love to talk to you. Come and discover better together with Alinta Energy.

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.

Our Diversity Commitment

Alinta Energy offers a truly diverse, safe and supportive work environment. As an equal opportunity employer, Alinta Energy encourages applications from any qualified person, including Indigenous Australians, members of the LGBTQIA+ community, people of all ages and people living with a disability. We are also proud to be a WORK180 Endorsed Employer and we are committed to advancing women’s careers.

We look forward to hearing from you.

Click ‘Apply’ to submit your application.
Closing date: 12th of March

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