Quality Analyst (Operations)

ORGANIZATIONAL CONTEXT

Company Name - CIMET

CIMET - A Comparison Software Leader

Website - www.cimet.com.au

Product Link - https://www.econnex.com.au/

LinkedIn - https://www.linkedin.com/company/cimet/about

CIMET currently provides end-to-end comparison and switching of Energy, Telco, Credit Cards, Personal Loans, and Residential Solar Plans through its online platform in a B2B and B2C environment. It presently caters to various brands/providers and has several partners. This portfolio will further expand over the next 18 months across financial services (loans and insurance products).

The online comparison market in Australia is extremely crowded, with most comparators providing a light-touch directory solution. CIMET saw this as an opportunity and developed a fully integrated online comparison and signup platform in 2017.

Today, CIMET has around 220 resources across Australia, India, and the Philippines and has grown to a topline of $25 million in FY2025. We plan to list CIMET by 2030 and grow the company into a $1 billion enterprise.

We are ISO 27001 certified, an ACL license holder, and have been recognized in the AFR Fast 100 and Deloitte Fast 50.

PURPOSE OF THE POSITION

We are looking for a detail-oriented Quality Analyst to join our team. The ideal candidate will have strong analytical and communication skills, with the ability to evaluate customer interactions, identify performance gaps, and ensure adherence to quality standards and company policies.

This role involves monitoring calls and emails, conducting audits and calibrations, and providing actionable feedback to improve customer experience and team performance in a fast-paced environment.

KEY ACCOUNTABLIITIES

• The QA will monitor inbound and outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
• Conduct mock calls with associates, review their on-call performance, ask product-related questions, and analyse responses.
• Use the quality monitoring data management system to compile and track performance at team and individual levels.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Provide actionable data to various internal support groups as needed.
• Coordinate and facilitate call calibration sessions for call centre staff.
• Provide feedback to call centre team leaders and managers.
• Prepare and analyse internal and external quality reports for management review.

YOUR SKILLS AND EXPERIENCE

• Good English listening skills, along with excellent verbal, written, and interpersonal communication skills.
• Basic computer knowledge and proficiency in MS Office (intermediate Word, basic Excel).
• Comfortable working early morning shifts with solid time management skills.
• Minimum higher secondary education required; a bachelor's degree is a plus.
• Ability to coordinate and report to management.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Strong listening and analytical skills, creative ability, and writing proficiency.
• Focus on quality and customer service, with the ability to develop and maintain quality assurance procedures and documentation.
• Ability to adapt to change and effectively adjust priorities as needed.
• Self-motivated and proactive.
• Ability to multitask and operate successfully in a fast-paced team environment.

CHALLENGES OF THE POSITION

WHY JOIN US?

• Opportunity to be part of a rapidly growing, innovative product-based company.
• Collaborate with a talented and driven team focused on building high-quality software solutions.
• Competitive compensation and benefits package.

AUTHORISATION OF ROLE DESCRIPTION