Working at Transurban is different; it’s a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.
About the role
We’re seeking a Customer Quality Assurance Specialist (12 months fixed-term), to support the quality of our customer interactions by delivering accurate evaluations, actionable insights and consistent coaching that strengthens the overall customer experience.
You’ll join an innovative team, work together, embrace improvement and thrive on delivering better outcomes.
As our Customer Quality Assurance Specialist, you’ll contribute to lasting and positive changes that shape the future of our cities and communities. It’s meaningful, challenging and exciting work.
Day-to-day, you will:
Conduct quality evaluations across customer voice, email, chat and specialist support teams, ensuring accuracy, consistency and alignment with the quality framework
Perform consistency checks and coach offshore QA team members (Manila), including monthly 1:1 sessions to review variances
Analyse quality data to identify trends, insights, performance gaps and opportunities for improvement, supporting data‑driven decision‑making
Contribute to continuous improvement initiatives, including process reviews, contact‑reason analysis, automated dispositions and root‑cause insights
Engage with stakeholders through reporting, presentations or coaching conversations to help improve customer experience and support operational teams
This role will suit someone with a curious mind and transferrable skills and experiences, including:
Proven experience in a Quality Assurance role within a contact centre environment, with strong understanding of QA frameworks, evaluations, calibration, and coaching
Highly developed analytical and reporting skills, including the ability to identify trends, extract insights from large datasets, and produce meaningful recommendations
Exceptional communication and stakeholder‑management skills, with the ability to influence, coach, and partner confidently across onshore and offshore teams
Strong customer‑experience mindset, able to balance business needs with customer outcomes and evaluate interactions through a customer‑first lens
Proficiency in Excel and comfortable working with multiple systems, alongside the capability to quickly learn new processes, tools and customer platforms
If you meet some of these requirements, but not all, we encourage you to submit your application.
With a career at Transurban, you’ll enjoy a range of benefits, including:
We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.
We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.
We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on careers@transurban.com
Ready to help us keep cities moving? Apply today!
Job Type:
Fixed Term (Fixed Term)Closing Date:
06-Apr-2026 0:00Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC