Quality Assurance Specialist

Opportunity to join our Workforce and Workflow Planning team
- Permanent full-time role base in Palmerston North, Hamilton or Wellington.

**Te Whiwhinga mahi | The opportunity**
We have an exciting opportunity to join our Workforce Planning & Performance team as a Quality Assurance Specialist.

You will play a key role in ensuring the delivery of high-quality service. You will be responsible for reviewing work against quality frameworks, including providing constructive feedback, and supporting staff learning and development.

You will be working closely with our Customer Service teams, Learning and Development (Training) team and wider business groups within Waka Kotahi.

**Ko koe tenei | About you**
To be successful in this role, you will bring:

- Experience working in a quality assurance or compliance role within a call centre or customer service environment.
- Strong relationship-building and interpersonal skills.
- High level of customer focus, with a clear understanding of service excellence in a government context.
- Experience in reporting and operational analytics.
- Ability to work autonomously while knowing when to seek guidance.
- Demonstrates good judgement and balanced decision-making.
- Excellent time management skills and ability to work under pressure.
- Resilience in a dynamic and evolving work environment.

You'll find a copy of the position description **here.**

We are seeking to appoint at a salary between $65,278 -$75,585 commensurate with skills and experience.

**Ko wai matou |**'**About us**'
The Te Mahau | Customer and Services Group help deliver a positive land transport experience by making interactions with NZ Transport Agency Waka Kotahi products and services simple, easy to use and effective for users.

**Deliver** great transactional products and services through operational excellence and a customer focus.

**Support** the effective operation of the land transport system by making transactional and backend services simple, easy to use and effective for the user.

**Continue** to improve the experience of people who interact with Waka Kotahi and our services and products by driving efforts to assess and elevate areas where the customer experience can be optimised to make customer interactions consistent, simple, and positive experiences.

**Develop** a service and back-end delivery capability to support effective and efficient operation of new and emerging functions for Waka Kotahi including licensing, ERP incentive schemes, National Ticketing, and Safety Camera Systems and ticketing.

**Create** our customer and services strategy with others to deliver an integrated customer and user experience informed by understanding our customer requirements to advise the business on how we can strengthen our focus in this area.

**Ka whiwhi koe i te aha | What you will get in return**
We care about our people and invest in supporting our staff at NZTA. If you join us, you can expect:

- A supportive working environment
- Flexible working options
- A competitive salary package, aligned with your skills and experience
- 5 weeks annual leave and other great benefits.

**Ra Katinga | Applications close**:24 August 2025

To be considered for this position you must have a legal right to live and work in New Zealand.

NZTA| Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.