Sales Quality & Assurance Specialist

He whakahaere aronga-anamata a Mercury, e tuku ana i te pūngao me ngā whitimamao ki te mahi a tangata o Aotearoa, ā, he nui ake i tā ētahi atu. Waihoki, e para ana i te huarahi mā te pūngao whakahou me te whai i tētahi anamata toitū. Kei te iho ko tō mātou koronga. Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. He āki tēnei i a tātou ki te whakapau kaha kia hua ake ai he anamata pai ake mō ō tātou tāngata, mō ō tātou hapori, me Aotearoa.

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow: connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Our teams at Mercury make a real difference to Aotearoa New Zealand by doing new and exciting things with energy, and our Customer business is entering an important next stage of growth and transformation.

As we continue to evolve, we’ve created a number of new roles to strengthen the way our Customer teams are set up for the future. These roles will support clearer accountability, stronger commercial ownership and better alignment across our channels, helping us stay efficient, customer-focused and future-fit.

Tā mātou arawātea | Our Opportunity

We're looking for a Sales Quality & Assurance Specialist to be the independent eye across our sales interactions, identifying risk, surfacing insights, and helping lift capability across our sales channels.

This is a role for someone who's equally comfortable digging into interaction data as they are translating complex findings into clear, actionable recommendations. You'll work across quality monitoring, compliance assurance, and continuous improvement, playing a key role in shaping how Mercury's sales teams show up for customers every day.

Tāu e mahi ai | What you'll be doing:

• Conducting sales interaction monitoring across channels, assessing quality, compliance, and customer experience outcomes against regulatory and business requirements
• Using QA and analytics platforms — including NICE CXone and Interaction Analytics — to support efficient call sampling, sentiment analysis, and category-based insight generation
• Applying structured root cause analysis to identify the underlying drivers of quality issues across people, process, systems, and policy
• Translating QA outputs and interaction data into clear, actionable insights that inform sales coaching frameworks and operational decision-making
• Contributing to the identification and escalation of compliance risk, supporting effective assurance controls and maintaining appropriate monitoring coverage
• Collaborating with Sales, Enablement, and Operational stakeholders to embed improvements and track outcomes
• Supporting the wider Sales Quality & Assurance function through knowledge sharing, training support, and identification of capability gaps

Tāu ka kawe mai | What you'll bring:

• Experience in quality assurance, compliance monitoring, or a related sales or contact centre environment
• Exposure to interaction analytics or QA platforms, ideally NICE CXone — comfortable working with dashboards, filters, evaluations, and reporting outputs
• Strong analytical capability — able to interpret large volumes of interaction data to identify trends, outliers, sentiment signals, and emerging themes
• A knack for data storytelling — you can communicate complex QA and analytics outputs clearly and simply for different audiences
• A continuous improvement mindset — you use insights to recommend changes that genuinely improve customer outcomes and reduce risk
• Clear, confident communicator, both written and verbal, able to distil complex matters into straightforward recommendations
• A collaborative working style with the ability to engage effectively across sales, compliance, and operational teams

He aha te pai o te hono mai? | Why join us?

• Additional 5 days leave per annum (MyDays)
• $400 one off tax-free payment towards setting up your home office
• A diverse workplace where your unique abilities and talents will be recognised and encouraged
• Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
• The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi-utility providers
• Flexible working policy - The autonomy and trust to work flexibly from our purpose-built premises and from home, recognising the value of this flexibility in the modern world
• Discounted health insurance and free life and income insurance
• Excellent well-being programme including up to $100 annual check ups and confidential assistance programme
• Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

E koekoe te tūī, e ketekete te kākā, e kūkū te kererū

Every voice has its place – and together, we thrive.

At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you aren't sure if you meet all of the criteria.

Please click 'apply' to submit your application. If you require accessibility or assistance support from us during the application and selection process, please reach out to [email protected]. Please do not apply via this email address.

A full position description is available below. Applications close 10th July 2026 at 5:00pm. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.

Job Details

Reference #

43280

Posted

26 Jun 2026

Closing

10 Jul 2026 17:00

Location(s)

Auckland, Hamilton, Tauranga

Expertise

Administration, Quality Assurance/Risk, Sales

Job level(s)

Graduate, Experienced

Work type(s)

Permanent full time