Director of Quality Insights & Analytics

Main Activities and Responsibilities:  

• Develop and execute a comprehensive centralised quality strategy aligned with global business objectives and specific call centre performance goals.

• Analyse quality trends, speech analytics data, and industry benchmarks to identify performance gaps and recommend innovative, technology-driven solutions.

• Design and oversee quality monitoring programs, including transaction monitoring, customer sentiment analysis, and compliance auditing across diverse campaigns.

• Leverage modern quality technologies such as speech and text analytics, automated scoring (AQM), and real-time reporting dashboards to ensure monitoring effectiveness and scale.

• Ensure quality feedback loops are updated, relevant, and engaging—focusing on behavioral coaching insights, product knowledge gaps, and systemic process improvements.

• Lead, mentor, and develop the centralised team of Quality Managers and Quality Analysts

• Foster a collaborative and high-performing team environment, ensuring the quality department acts as a true partner to operations

• Partner with Operations, L&D, HR, and Client Leadership teams to identify performance trends and create targeted quality improvement plans.

• Act as a trusted advisor to senior leadership and external clients, providing data-backed recommendations on operational and customer experience quality enhancements.

•  Develop metrics to measure the effectiveness of quality initiatives and their direct correlation to business outcomes like CSAT, NPS, and First Contact Resolution (FCR).

• Constantly evaluate and refine quality scorecards and calibration standards based on client feedback and evolving performance results.

• Maintain rigorous quality documentation, calibration logs, and certification records to ensure constant audit readiness for external clients

• Ensure all quality programs meet legal, regulatory (e.g., PCI, GDPR), and organizational compliance requirements across all campaigns.

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.

• Complete all necessary training requirements and professional development opportunities. 

• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment.  This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.

• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.

• Having a responsibility to actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

Core Competencies:  

Leadership

• Provide leadership & support for direct reports, appraise their performance 

• Ensure team & individual Key Performance Indicators (KPIs) are met 

• Role model & hold others accountable for demonstrating our values & behaviours

• Drive & implement innovation & improvement in function/team

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations

• Ensure key function policies are in place & are current

• Drive & implement operational excellence in function 

• Ensure compliance within function 

Client & Stakeholders

• Establish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reports

Financial

• Where appropriate implement & adhere to budgets & focus self & team on growth & cost management

Key Skills and Capabilities: 

• Problem solving and conflict resolution skills

• Ability to analyse data

• Ability to motivate and lead teams

• Sound business acumen

• Ability to build relationships & work collaboratively with clients and organisational peers

• Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion

• Addresses and resolves conflict constructively

Qualifications and Typical Experience: 

• Relevant tertiary qualifications in management or business discipline

• Substantial experience within similar role

• Experience working directly with clients

• 2 years plus experience in a customer service / sales position or related industry (desirable)

Other Position Requirements: 

• Some interstate travel may be required

• Subject to business demands, additional hours may be required

• May be required to travel and work across various sites