Manager - Quality Assurance
1 week ago
- Opportunity to innovate and drive pioneering business initiatives
- Together we can drive sustainable business growth for our clients
See yourself in our team
CommSec, is Australia's leading online retail stockbroker providing customers with access to Australian and International Equities, Exchange Traded Options, Margin Lending, ETFs and cash products.
You will be part of a team who have a diverse mix of experience, collaborate well and hold our customers at the centre of everything we do.
The Quality Assurance teams provide hindsight reviews of all client communications to ensure that all legislative and regulatory requirements are met, as well as minimum service standards are delivered to our clients
More specifically, you'll:
- Lead, coach and support an engaged and professional team of analysts who provide expert support and advice to our front line teams
- Manage the Quality Assurance team on a daily basis, ensuring roster adherence, leave administration, quarterly review completion and other administrative tasks are completed.
- Provide regular and ongoing coaching and development to team. This includes having appropriate crucial conversations in a timely manner.
- Provide regular coaching and support to frontline teams based around the QA outcome
- Stay up to date with business and legislative changes, and communicate updates through regular team meetings and training.
- Lead a quality assurance team focused on providing exceptional support to frontline customer service,
- Lead and drive a culture of high performance in the business where people are encouraged to contribute to customer focused improvement ideas.
- Provide a safe workplace by constantly reviewing ones workplace for hazards.
- Maintain team member awareness of their obligations and procedural requirements in regard to safety.
- Undertake monthly hindsight reviews of the teams QA assessment to maintain a high standard of quality and performance.
- Provide monthly reporting to management on the centre performance, key insights, trends and risks
- Be an SME to implement automated quality assurance tools
- Drive change and continuous improvement for the Quality Assurance function at CommSec
We want
to hear
from you
if you have**:
- Strong stakeholder management
- Call Centre and/or quality assurance experience
- Understanding of banking and or stockbroking
- Strong Analytical skills
Advertising End Date: 30/11/2023
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