3869 Automated Quality & Speech Analytics - Analyst

• Be part of creating a new operating rhythm in Customer Service
• Work Collaboratively with experienced team across the business.
• Full time, permanent opportunity based in Balcatta, with flexible working options and free parking
• Salary: $115561 plus 12% Super & Benefits,

About the role

This newly created role is central to strengthening how Customer Service understands and improves customer interactions through data‑driven insight.

As the Analyst – Automated Quality & Speech Analytics, you will maximise the value of our Speech Analytics and Automated Quality capabilities using Genesys and Verint platforms. You will analyse large volumes of customer interactions to identify trends, risks, and drivers of customer experience and operational performance, translating complex data into clear, actionable insights that support better decisions.

You will own the ongoing management and refinement of analytics models and automated quality workflows, partnering with operational leaders, training teams, and service owners to embed insights into coaching, process improvement, and performance initiatives. This role suits an individual who enjoys influencing outcomes through evidence and helping establish a modern, insight‑led approach to quality and customer experience

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 11.5% 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

• Architect and develop innovative Genesys and Verint solutions to support omni-channel contact centre operations.
• Work closely with Quality Assurance to develop and launch a next-generation Quality Assurance program
• Use speech analytics to uncover what really drives customer behaviour and pain points
• Turn insights into tangible improvements across customer experience, processes, and performance
• Partner with operational leaders to influence real change
• Bring data to life through compelling storytelling and actionable recommendations
• Provide training and support to team members on the use of speech analytics and automated QA tools

Why this role is different

• You’ll work with cutting-edge Verint technology, not spreadsheets and random call sampling
• You’ll influence strategy, not just score interactions
• You’ll have visibility with senior leaders and the ability to drive real impact
• You’ll help shape the future of how we listen to and serve our customers

Your skills and experience

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

• Experience in identifying, analysing, and reporting on organisational wide data to provide tailored quality focused solutions to the business.
• Relevant experience in deploying change management principals to deliver continuous improvement and quality initiatives.
• • Highly developed operational understanding of Contact Centres and Customer Service departments
• Excellent written and verbal communication skills, with the ability to present data and insights to both a technical and non-technical audience.
• Excellent problem-solving skills with a keen attention to detail.
• Degree level qualification in relevant discipline; Data Analytics
• Experience in Genesys & Verint solutions would be highly regarded.
• Ability to turn data into stories that drive action
• Confidence in challenging the status quo and influencing stakeholders

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.

Applications close 22nd April 2026

As part of the recruitment process you will be required to complete Pre-Employment screening which may include a medical, qualification check police clearance and Australian working rights check.

We reserve the right to withdraw this ad prior to the closing date.

Our commitment to a diverse and inclusive workplace:

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

Applicants with disability who require adjustments, or alternative methods of communication in the recruitment process, can contact a Recruitment Officer at recruitment@watercorporation.com.au or 9420 2000.

To read our diversity and inclusion statement, please visit our website