Brennan. Where true performance thrives.
At Brennan, we believe that
how technology is delivered is every bit as important as
what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.
It's a claim backed by our
True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.
Why join Brennan
True performance for our customers starts with a true belief in our people.
It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.
True rewards
In addition to competitive remuneration, Brennan offers extensive benefits, including:
- Training and certification bonuses
- Culture Awards that recognise excellence
- Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
- Vibrant, fun social activities
- Discounted hardware and software
- An environment that embraces learning and development
Job Details here
The Role
To drive client and business Service Experience and efficiency outcomes via quality audits, analysis of NPS feedback while also identifying areas for efficiency improvements within the business. To evaluate and implement the quality assurance standards and to support Brennan Voice and Data clients, Brennan IT engineers and staff. Will be responsible to create and analyse quality and efficiency reporting to support business needs and initiatives. Drive continual service improvements with focus to improve the Efficiency and Excellence of Service Delivery as measured by financial efficiency and Client Satisfaction targets.
Role Responsibilities
In your role you will be responsible for:
Continual Improvement [30%] Jeopardy management of actions identified via NPS/CSI/Audits/Efficiency
Business Improvement Initiatives [20%] Drive Improvement Initiatives aligned to Department/ Organization goals
Assigned Proactive Initiatives [20%] Perform to desired quality/outcomes on assigned and pro-active initiatives in defined timeframes
Client Satisfaction [15%] Transactional NPS Target(as per company standards)
Insights on Quality [15%] Real time analysis providing ability to Identify Quality issues.
The responsibilities outlined here are subject to change or amendment at any time at the discretion of the business.
Key Competencies And Qualifications Required
- Good skills in identifying and communicating root cause from data analysis
- Good problem-solving skills and keen attention to detail.
- 1-3 years of relevant experience in data collection, analysis preferably in Managed Services or Telecom provider environment with minimum 1 to 2 years in auditing quality control for support teams.
- Experience in working with managed services or telecommunication provider.
- Knowledge on 7 Quality Tools, experience in Gap analysis process
- Exposure to client facing defect facing projects.
- Good listening and analytical and research skills.
- Intermediate level of knowledge/expertise with software (Microsoft - Word, Excel, PowerPoint, Visio). Drive development of Brennan policies, standards, processes, and procedures,
- Strong focus approach
- Intermediate analytical Skills
- To work within and across team
- Knowledge of Quality and Lean Tools
- Good verbal and written communication skills
- Capable of managing, assisting the team.
- Ability to coordinate and multi-task effectively
- Good verbal and written communication skills
- Ability to learn and apply new skills/technologies
- Flexibility within the role
- A do whatever it takes attitude and proactive approach
- Willing to work in shifts.
- Knowledge of ITL concepts, lean, Six sigma, quality tools.
- Working knowledge Transactional Quality audits (Tickets, Calls)
- ITIL V4.0 foundation certificate.
Key Performance Indicators
Delivering high performance is a key part of our culture. You will be provided with your specific KPIs / targets / goals once you commence to provide clarity on where to focus your efforts.
NOTE: These KPIs/targets/goals are indicative only and will be confirmed with your Leader when you commence the role. Your official and measurable KPIs/targets/goals will be recorded in your Performance Plans. Any future changes to your KPIs/targets/goals will be updated in IntelliHR.
Brennan is an equal opportunity employer. 
