Quality Assurance Analyst (Service Centres)
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Tēnei Tūranga – About the role
The Quality Assurance Analyst (QAA) contributes to the operations of the MBIE Customer Service Centre providing front-line customer service to the public.
The QAA is responsible for identifying opportunities to add value to the Customer Service Centre and its key customers across a broad range of areas. Through effective systems of work, the key focus points for the role are risk analysis/mitigation, and continuous improvement.
The Quality Assurance Analysts culture is one of collaboration, empowerment, assurance, information management, and a commitment to continuous improvement, to improve the quality of service and advice in all contacts within the Customer Service Centre. The QAA values and champions self-organisation, experimentation, innovation, and adaptability to change.
The Quality Assurance Analyst will:
- Provide analysis, design, delivery and on-going support of new and existing phone and email queues.
- Monitor and provide feedback on call and email interactions.
- Develop, maintain, communicate and review knowledge base material.
- Identify and escalate any information gaps.
- Provide advice on coaching and training of technical skills for new knowledgebase material and as a result of Quality Assurance to the Capacity and Learning team.
- Contribute to projects and initiatives to improve the Customer Service Centre performance.
- Review suggestions for improvement and consider if and how they could be implemented.
- Contribute to projects and initiatives to improve the Customer Service Centre performance.
Ngā Herenga – Requirements of the role
Personal specifications
- Experienced in Technical writing.
- Writes clear and complete reports with robust analysis, sound conclusions and effective recommendations that can be understood by a range of audiences.
- Sound relationship management skills to create and enhance working relationships and positively influence continuous improvement.
- Knowledge and experience in quality management systems and methodologies (e.g. ISO 9001 Quality Management, Six Sigma or Lean Six Sigma) is highly desirable, but not mandatory.
- Skilled in risk analysis and business reporting. Can explain technical business, policy and compliance concepts in a clear and simplified manner that can be understood by a range of audiences.
- Experience with quality monitoring of systems and behaviours. Assures and drives system improvements by identifying and recommending opportunities for change and improvement.
- Ability to understand, analyse, and report on qualitative and quantitative metrics. Good numerical and data analysis skills using statistical reporting tools.
- Highly developed analytical and conceptual thinking ability. Capable of developing and implementing alternative and innovative strategies to achieve outcomes.
- Strong knowledge of customer service processes and techniques. Experience in contact centres with complex and diverse lines is advantageous but is not required.
- Exceptional interpersonal skills and a strong ability to coordinate information, develop trust and credibility, and lead and influence others.
- Proven self-organisation skills with the ability to prioritise workloads, meet deadlines, and perform multiple personal and team-related tasks with attention to detail and minimal supervision.
- Highly detail-orientated with proven effective communication skills (both verbal and written). Possesses exceptional active listening skills.
- Competency in quality monitoring systems, case management software, and Microsoft Office Suite. Strong ability to learn new systems and software.
- Numerical and data analysis skills using statistical reporting tools.
- Experience working within a legislative environment or relevant tertiary education is desirable.
- Must have the legal right to live and work in New Zealand.
Takohanga Tuhinga o mua – Key accountabilities and deliverables
Quality Assurance
- Monitor quality of customer contacts, as required, to evaluate Customer Service Centre performance against best practices and standards.
- Implement a risk-based approach to quality monitoring of contacts and inform Customer Service Centre Management teams on insights.
- Support operational monitoring requirements for performance and development plans.
- Co-ordinate and ensure appropriate response actions are taken if such actions are identified through contact monitoring.
- Document preventative actions in accordance with ISO 9001 quality management systems to minimise any risks of reoccurrence.
- Ensure provision of constructive performance feedback and recommended coaching/training to support and develop staff.
- Acknowledge and encourage best practice and recognise outstanding performance to promote high levels of service delivery.
- Monitor interactions subject to Official Information Act (OIA), and Personal Information Requests (PIR) or complaints.
Continuous Improvement
- Document and maintain Quality Assurance and Quality Management Systems for the Customer Service Centre.
- Champion continuous improvement of Customer Service Centre systems to provide gains in efficiency and quality.
- Evaluate, innovate and improve Customer Service Centre Quality Assurance Systems.
- Monitor and analyse broader contact trends and provide feedback to Customer Service Centre Management teams on enhancing service delivery.
- Collaborate with Customer Service Centre Management teams and make informed decisions that prioritise effective delivery of improvements in key business areas.
- Actively participate in the recruitment of new staff, assuring an appropriate quality of personnel recruits with desired skillsets.
Business Risk Analysis
- Assist with establishment of appropriate risk, issue and project reporting frameworks and mechanisms.
- Identify, analyse and evaluate areas of immediate and potential risk to Customer Service Centre operations as a result of insights from quality assessment activities.
- Identify, analyse and evaluate activities that may impact service delivery.
- Report risk analysis and evaluation to the management team, with summary and recommendations of steps needed to mitigate business risks and impacts.
- Manage and support implementation of systems to mitigate business risks and impacts, and actively monitor and evaluate outcomes.
Project Participation
- Assist with the development of project charters, plans and schedules.
- Communicate project aims and impacts to key Customer Service Centre teams.
- Assist with the establishment of appropriate risk, issue and project reporting mechanisms.
- Undertake project tasks as directed.
- Monitor and evaluate project progress.
ISO 9001 Accreditation
- Assist with maintenance and regular review of the Customer Service Centre Procedure Manual as part of the Quality Management System.
- Promote adherence to ISO 9001 Quality Management System to maintain the Customer Service Centre ISO 9001 accreditation.
- Undertake and support the Customer Service Centre internal audit programme and communicate internal audit programme results.
- Assist and support with ISO 9001 audits and inspections.
- Coordinate, support and ensure effective and efficient implementation of necessary process changes required by identified non-conformance with internal and external audit programmes.
Staff Training and Development
- Identify opportunities for staff training based on requisite competencies and operational considerations.
- Work with the Capacity and Learning team to ensure resources and systems are appropriate and suitable for effective training delivery, with a focus on continuous improvement and insights from quality assessments.
- Assist Capacity and Learning on training material reviews to ensure they are maintained on an ongoing basis to verify it is current and fit for purpose.
- Analyse and evaluate trends and feedback across contacts to assess effectiveness of training and identify opportunities for improvement.
- Collaborate with Learning Facilitators for technical training as required.
Team Participation
- Develop and maintain effective and constructive working relationships with colleagues across the Customer Service Centre.
- Leverage the Customer Service Centre to be a focal point of MBIE by promoting the value the Customer Service Centre delivers for their customers and Business Partners.
- Work positively and co-operatively with others to achieve objectives of the Quality Assurance team, the Customer Service Centre, and the wider Ministry.
- Support an effective flow of communication with the Customer Service Centre management team.
- Actively participate in team meetings, discussions and projects, and assist in working towards a resolution or final decision.
- Pro-actively participates in key projects, willingly sharing knowledge and subject matter expertise. Engage with Capacity and Learning to ensure training resources and systems are appropriate and suitable for effective training delivery, with a focus on continuous improvement.
Personal Leadership
- Actively seeks out opportunities for self-improvement, seeks feedback and is receptive to input from others, and willingly implements any necessary changes identified.
- Fosters an open, supportive and collaborative environment that encourages quality, innovation, customer service excellence and ongoing learning and knowledge sharing.
- Leads by engaging with others, creating a sense of vision, and motivating others to participate and achieve shared goals.
Wellbeing, Health & Safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times, with a particular focus on mental health.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū - Your place in the Ministry
The Quality Assurance Analyst position reports into the Team Leader Quality within the Engagement & Experience branch. The branch sits within the Te Whakatairanga Service Delivery group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
