Your typical day as a Senior Debt Resolution Officer may include:
• Implementation and Delivery of Induction Training: Leading the induction process for new staff members, focusing on both soft skills and systems training to ensure seamless integration and effective performance from day one.
• Data Analysis and Skills Gap Identification: Analysing and interpreting performance data to identify emerging trends and skills gaps, and developing targeted training solutions to address these areas and enhance team capabilities.
• Debt Collection Campaign Management: Utilising data analysis to design, implement, and monitor effective debt collection campaigns aimed at improving recovery rates and operational efficiency.
• Continuous Process Improvement: Conducting regular reviews of Debt Management Centre processes, leveraging the knowledge management system to implement improvements that streamline operations and enhance service delivery.
• Call Quality Analysis: Performing detailed call quality assessments for all Debt Management Centre service officers to ensure adherence to company standards, identify performance issues, and provide coaching for improvement.

To be successful in this role, you will need to demonstrate the following:
• Experience in debt collection practices
• A strong working knowledge of digital and data technology/systems
• The capability to analyse, interpret and apply legislation and/or policy to achieve successful outcomes.
• High level of interpersonal and influential communication skills within a client-focused environment.

Joining QRO you will have opportunities for continued learning, growth and career development. To find out more about working for QRO please see attached candidate information pack.

Queensland Treasury is committed to building an inclusive and diverse workforce that reflects the community we serve and treating all applicants equitably. This starts with recruitment, including making reasonable adjustments to support applicants at all stages of the process. The methods used in the recruitment for a role may vary, but the sorts of processes used may include: application form, resume and cover letter, online cognitive testing, work test, written response task, assessment centre, in-person or video interview.

We welcome applicants to share with the contact officer any health condition, disability, and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.

If you are interested in this role - click “Apply” to be redirected to the full advertisement, including role description and contact details.

Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles.

Job Ad Reference: QLD/627012/25

Closing Date: Tuesday, 01 April 2025