Quality Assurance Manager

Tēnei tūranga – About the role

The Quality Assurance team’s role is vital in minimising the risk the Service Centre exposes MBIE by ensuring national consistency in practice and keeping procedures up to date through continuous improvement.

The Quality Assurance Manager position is responsible for developing and overseeing the Service Centre Quality Management program and procedures, and will has overall ownership of information management, quality management, training planning and delivery.

The Quality Assurance Manager will manage a team that provides quality assurance, information management, business process design, project management, quality reporting, staff training as well as managing service and process improvement.

Ngā herenga – Requirements of the role

Personal specifications

• Well-developed technical writing, oral presentation skills.
• Experience in medium to large sized contact centres with complex and diverse lines would be advantageous.
• Demonstrated ability to lead, motivate and develop an effective Quality Assurance team.
• Proven ability to develop trust and credibility with managers and staff.
• High competency in MS Office Suite including Word, Excel, and Outlook.
• Understands the importance of good Quality Assurance practices and how to implement them.
• Highly developed analytical and conceptual thinking ability. Capable of developing alternative pathways to achieving outcomes.
• Experience in gathering, analysing, and documenting business requirements.
• Skilled in the use of process improvement methodologies.
• Sound relationship management skills to create and enhance working relationships and positively influence internal and external stakeholders, and earn their respect, trust, and confidence.
• The ability to synthesise business, policy and technical issues and present them with simplicity and clarity that can be understood by a range of audiences.
• Understands how the best way to collect, analyse and present data to inform business decision making.
• Planning and organisational skills, including ability to maintain performance when under pressure, critical assessment of workflows, and appropriate prioritising of work.
• Must have the legal right to live and work in New Zealand.
• Credit check required (yes).
• Police vetting (yes).

Takohanga tuhinga o mua – Key accountabilities and deliverables

Leadership

• Lead a team of Quality Assurance Analysts, in the monitoring of advice and information through all channels in the Service Centre.
• Partner with the Service Centre leadership team to provide training recommendations and performance feedback to agent level staff.
• Demonstrates positive management and leadership behaviours.
• Model the values and culture of the organisation and leads this across the team.
• Fosters an open, collaborative environment that encourages quality, innovation, on-going learning, and knowledge sharing within the team.
• Coaches, mentors, and develops staff to meet the needs of MBIE now and in the future.
• Identifies and develops talent for key roles in the Service Centre.
• Provides feedback to staff on team and individual performance.
• Motivates team members and gives them opportunities to participate.
• Leads service centre projects and represents the Service Centre in customer projects.

Team Management

• Implements strategies, work programmes and performance targets for the Quality Assurance team with supporting measurement, monitoring, and reporting mechanisms.
• Regularly monitors and reports on progress towards the achievement of plans and strategies.
• Establishes clear accountabilities, expectations and performance standards with direct reports and ensures regular performance management and development occurs.
• Monitors individual and team performance to ensure that performance targets are met.
• Continually reviews and considers improvement to all elements of the team’s operations.
• Effectively and consistently identifies and manages risk.
• Delivers initiatives to agreed quality and timeframe standards meeting required outputs and business unit objectives.

Process management

• Design and implement the Service Centre’s Quality Assurance program.
• Develop and maintain the technical expertise required to ensure that the Quality Assurance team develops and grows.
• Highly developed understanding of the Continuous Improvement life cycle and how this fits in the Quality Assurance environment.
• Advanced understanding of Quality Assurance best practice.
• A growth mindset in relation to gaining and disseminating knowledge.
• Moderate, review and score recorded calls and emails across all lines of business to improve the quality, impact productivity, and increase the value of the customer experience through routine coaching and goal setting.
• Introduces strong process management methodologies (e.g., Six Sigma / Lean Six Sigma) and champions change and efficiencies across all Service Centre processes.

Information management

• Oversees the collection of data to allow Ministerial Services to respond to complaints, Official Information Act (OIA) and Personal information (PIR) requests that involve the Service Centre.
• Ensures Service Centre manuals, Knowledge Base articles and ISO documents are kept up to date and changes are advised promptly to staff.
• Produce monthly reporting on Service Centre quality metrics.
• Develop and facilitate training related to call and email quality requirements.

Relationship Management

• Participates as an active member of the Service Centre leadership team and contributes knowledge and expertise needed to achieve Service Centres outcomes.
• Develops effective working relationships with other Service Centre Managers and Team Leaders to transfer knowledge and learning from the Quality Assurance results to the wider Service Centre.
• Represents whole-of-Ministry views and protects its reputation in external interactions though ensuring the quality of all contacts delivered by the Service Centre.
• Builds and maintains effective relationships and partnerships with internal and external stakeholders, as necessary, to identify and share best practice information and to promote the Ministry, its products and services.

Wellbeing, health & safety

• Displays commitment through actively supporting all safety and wellbeing initiatives.
• Ensures own and others safety at all times.
• 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 Manager position reports into the National Manager Service Centre within the Engagement and Experience branch. The branch sits within the Te Whakatairanga Service Delivery group.

More information about MBIE's structure

Matatautanga – Competencies (Leadership Success Profile)

The Leadership Success Profile (LSP) is a leadership capability framework, developed by the New Zealand public sector for the New Zealand public sector. It creates a common language for leadership and establishes what great leadership looks like. You can look at the twelve underpinning capabilities and four leadership characters here: Leadership Success Profile | Te Kawa Mataaho Public Service Commission(external link)

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).

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