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Job Details
2021-21723 -

Learning and Quality Specialist

Location(s): Sydney, Australia
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Customer Success delivers award winning post-sales support experiences to small business owners, accountants and self-employed individuals using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QBTime. We do this by being effective and efficient, eliminating customer friction, expanding our value to the business and driving experience management outcomes.

Joining the Customer Success team as Learning & Quality Specialist will see you collaborating across the Australian business delivering Australian led quality assurance and compliance initiatives. You will use your customer obsessed and data backed mindset working as a quality and performance expert delivering learning programs, assessing customer interactions, coaching for success with oversight across contact centre knowledge management.

What you'll bring

  • Critical thinking that supports your ability to accurately assess customer service and support interactions using our quality framework
  • Analytical ability that allows you to combine your qualitative AND quantitative insights and learning to drive change
  • Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with
  • Customer-facing writing skills: able to write in a clear, explanatory and
  • customer-focused manner, with a demonstrated strong command over the French language
  • Deep Customer Empathy and a passion for continuously engaging with employees and customers in order to best understand and serve them
  • Change Leader who is able to influence thinking and mindset
  • Self-starter who can work independently on assigned tasks
  • Continuous Improvement Mindset where good is never good enough and the desire to raise the bar is a reason to come to work each day
  • Results oriented, while respecting people and maintaining integrity without compromise
  • Effective coaching that drives success in others
  • Experience in Quality Monitoring/Assurance and knowledge management
  • Experience engaging customer support teams using digital technologies, platforms, listening programs and tracking/analytics
  • Experience with collaboration and editorial tools such as Salesforce, WordPress, Litmos or Qualtrics will be an added advantage
  • Previous experience in customer service, accounting or financial services experience would be an advantage
  • Experience in continuous improvement initiatives and change management models and frameworks
  • Excellent communication and presentation skills; ability to communicate technical and business requirements, business cases and other findings across organizational levels
  • Experience with industry compliance and regulations such as RG165 a plus
  • Experience working in a software company or environment with an appreciation on how software changes are delivered a plus
  • Accounting qualification is desirable

How you will lead

  • Performance management with local and global teams to elevate the quality of service, alignment to process and legalities, as well as drive up customer and employee experience measures
  • Lead local Quality Analysis program and QA community / calibration with partners to facilitate learning and deepen understanding of awesome customer experiences
  • Analyse and report customer insights gained through the quality evaluation process to identify people, process and technology opportunities to improve
  • Define local quality programs and ensure that they align with International standards and strategies defined within the
  • Lead compliance driven ‘Must Do’s specific to the country and allows for local leadership support to drive the growth of Australian
  • Design experiments and use data to create innovative initiatives that support the customer experience or resolve performance
  • Works cross functionally with legal and compliance teams in support of CX Efficiency and Transformation work locally and
  • Will play an active role in our international horizontal network communities
  • Champions the voice of Customer Success and customers in Market driven innovations
  • Advocate compliance obligations to ensure we balance meeting these needs while driving our Customer Success strategy
  • Facilitate Customer Success testing ‘UAT’ of new product innovations
  • Lead with Intuits design thinking framework in support of efficiency and experience
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Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
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Liron Intuit employee
"At Intuit, I have everything I need to be a great data scientist, from rich datasets to inspiring colleagues."
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Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Joylyn at work
Joylyn Intuit employee
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
Conrad at work
Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Heather at work
Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Breaunna at work
Breaunna Intuit employee
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
Chelsia at work
Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Carl at work
Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

Hear from our employees

Conrad De Peuter

Senior Data Scientist - Machine Learning Futures Group

Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.

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