Automated Quality & Speech Analytics - Analyst

About the role

This role is central to strengthening how Customer Service understands, measures, monitors, and improves quality outcomes across customer interactions.

As the Analyst - Automated Quality & Speech Analytics, you will play a key role in developing and embedding a modern quality framework that uses data, insights and technology to drive quality interactions and continuous improvements.

This role uses modern analytics and quality technologies, including Verint Speech Analytics and Automated Quality, to uncover insights, strengthen quality outcomes, and improve customer experiences. While experience with these tools is desirable, it is not essential. We will provide training and support for the right candidate who brings strong quality or continuous improvement capabilities

This role is ideal for someone who is passionate about technology, enjoys uncovering insights from data, solving complex problems, and using evidence based decision making to drive quality improvements and positive business outcomes

Who are we?

When you join Water Corporation, you play an important role for the people of WA. Our services are essential for life - everyday, millions of Western Australians rely on us to deliver and manage water across our state.

If you’re driven to make a meaningful contribution, you’ve come to the right place.

Real benefits that matter

• Real flexibility with options to work from home, 9-day fortnight, flexible work hours
• Two well-being days each year to do whatever you need to do to feel good
• Access to long service leave pro rata after 3 years of service
• Generous co-contribution superannuation scheme, which offers up to 15.5%. This includes an 12% standard employer contribution, plus an additional 2% employer co-contribution that matches your own 2% contribution.
• Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave

Discover more benefits we offer to support the unique and individual ways our employees live.

What you can expect with this role

• Use Automated Quality and Speech Analytics tools to gain broader insights into customer experiences and operational performance
• Analyse customer interaction data to identify quality trends, risks, and improvement opportunities
• Conduct root cause analysis to identify drivers of customer and operational issues and support sustainable improvements
• Partner with operational leaders to improve quality outcomes, compliance, and customer satisfaction
• Translate data and findings into practical recommendations and improvement initiatives
• Support the ongoing refinement of quality methodologies, scorecards, and assessment frameworks
• Provide guidance and support to stakeholders in the use of quality insights and analytics tools
• Contribute to a culture of continuous improvement across Customer Service
• Identify compliance risks and quality trends, supporting the organisation to improve regulatory and operational outcomes through automated monitoring and analytics.

Why this role is different

• You'll help shape the future of quality assurance within Customer Service
• You'll move beyond traditional manual quality monitoring and leverage modern automated solutions
• You'll partner with leaders across the business to influence meaningful improvements
• You'll gain exposure to leading customer interaction technologies, with training provided where required

Your skills and experience

For this role, we are looking for great talent with:

• Experience analysing data and identifying trends to deliver quality-focused business improvements
• Experience supporting quality assurance, continuous improvement, compliance, customer experience, or operational excellence initiatives
• Strong analytical and problem-solving skills with excellent attention to detail
• The ability to translate complex data into clear insights and actionable recommendations
• Experience influencing stakeholders and driving positive change
• Excellent written and verbal communication skills, with the ability to engage both technical and non-technical audiences
• A strong understanding of customer service, contact centre, or operational environments
• Experience applying change management principles to improve processes and outcomes
• A willingness to learn new technologies and embrace data-driven ways of working

Sound like a match? Apply today

If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your skills and experience as well as your ability to meet the requirements of the role. 

Don't meet every requirement? We'd still love to hear from you. If you have strong quality, analytical, continuous improvement, and customer experience capabilities, we'll provide training and support to help you build expertise in our Speech Analytics and Automated Quality platform