Quality Analyst

1 week ago

Sydney, New South Wales, Australia AMP Full time

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How You'll Make an Impact

As a Quality Assurance Analyst, you will play a vital part in upholding AMP's commitment to delivering fair and consistent resolutions for customer complaints.

On a daily basis, you will rigorously review and quality check resolved complaint files and customer outcome letters to ensure adherence to regulatory requirements, proper procedures were followed and that appropriate outcomes were reached for customers.

You will provide invaluable coaching and feedback directly to complaints managers, driving continuous improvement in their written communications, process adherence, and overall operational capability. Through meticulous analysis, you will identify potential systemic issues or process risks arising from the complaints handling process and escalate them for further investigation. Your efforts will also focus on educating team members on evolving regulations and fostering a customer-centric mindset across complaints management activities. Ultimately, your diligence and expertise will directly contribute to enhancing AMP's complaint resolution framework and overall customer experience.

What You'll Bring to the Team

You ideally possess demonstrated hands-on complaints resolution experience specifically within banking, superannuation, investment platforms or financial advice where you will have a deep working knowledge of the stringent regulatory landscape governing customer complaints. Your previous roles will have equipped you with proven expertise in executing quality assurance and quality checking processes across written and verbal customer communications. You'll demonstrate a solid track record of providing constructive coaching and feedback to develop operational teams and drive positive change. Attention to detail is a must, you'll seamlessly apply legislative and compliance requirements when vetting customer letters, backed by strong analytical capabilities and stakeholder engagement skills, you'll adeptly identify process improvement opportunities and risks. Ultimately, your experience in conflict resolution, decision-making and negotiation will be invaluable assets as you engage and uplift complaints managers' customer-centricity.

You'll thrive here if...

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

Why we think you'll love working at AMP

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on – better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don't procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.

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