Customer Experience & Quality Assurance Manager

About the Role;

The Customer Experience & Quality Assurance Manager is responsible for the development, implementation and operation of a performance and quality assurance programs across interactions with Angle Auto retail customers.  This includes interactions by Angle Auto’s collections, hardship, complaints and service teams and interactions between external debt collection agencies and Angle Auto customers. 

The objective of this role is to improve customer experience & operational efficiency while minimizing compliance risk & credit losses through identification of common trends or themes in customer interactions.  
 

This role will suit someone who is passionate about customer experience and who is excited by the opportunity to create a best practice assurance program, supporting customers in a time of need.  What’s more you’ll have the opportunity to work with and learn from some great internal talent and a range of external partners. 

Key Deliverables;

• Lead, develop & implement an independent quality assurance program to monitor the activity undertaken by Angle Auto’s outsourced collections partners

• Lead, develop & support the implementation of quality assurance program within Angle Auto’s customer facing teams  

• Operate quality assurance controls by conducting daily account review (including call monitoring) across Service, Complaints, Collections, Hardship & Loss Recovery

• Facilitate calibration sessions with Angle Auto’s internal leaders and outsourced collections partners

• Assist with training and development of Angle Auto’s front-line customer facing teams

• Promote customer advocacy strategies

• Assist in the engagement with external customer advocacy bodies

• Assist in the development of standard operating procedures (SOP’s)

• Assist in the resolution of operational risk incidents and remediation plans Assist in the engagement with external customer advocacy bodies

Experiences;

• Extensive experience in front line customer facing contact centre management

• Demonstrated experience operating controls in contact centers specifically related to collections, hardship or complaints

• Demonstrated experience facilitating training and development in an adult learning environment

• Thorough knowledge & appreciation of regulated financial products compliance requirements – ie, Debt Collection Guidelines, NCCP & Privacy Act

• Demonstrated ability to drive improvements in customer experience & operational efficiency while minimizing compliance risk & credit losses.    

Key Stakeholders;

• External

  • NCML (Credit Corp)

  • Debt Collection Agencies (currently a panel of 3)

  • Mercantile Agents 

  • Customer advocacy bodies

  • Auction house

• Internal

  • Compliance

  • Hardship & Complaints

  • Customer care

  • Credit Risk

Employee Benefits

We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites.

• Birthday leave: Enjoy a day off on your birthday, because you deserve it.

• Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.

• Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.

• $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.

• Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.

• Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.

• Paid parental leave: Be there for life’s most important moments with time to support your growing family.

• SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.