Quality Assurance Specialist

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Teachers Mutual Bank Limited provided pay range

This range is provided by Teachers Mutual Bank Limited. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$80,000.00/yr - A$100,000.00/yr

About the Role

We're looking for a quality assurance professional to step into a key role within our operations division—someone with a strong eye for detail, analytical mindset, and passion for service excellence. You'll be instrumental in monitoring service quality across contact centre operations, fraud response, member experience, and support teams—ensuring regulatory compliance and championing continuous improvement.

This role is a 12 month fixed term contract.

Key responsibilities:

• Conduct quality reviews of customer interactions (calls, emails/secure messages, chats, back-office processing) to assess compliance with service, regulatory, and process standards including relevant AML/CTF requirements (KYC Refresh, on boarding or ongoing customer due diligence)
• Evaluating verification and authentication practices to ensure consistency and risk mitigation
• Documenting and escalating any process deviations or potential non-compliance issues
• Preparing detailed quality insights and reports to inform leadership decision-making
• Participating in quality-focused discussions with stakeholders and helping to embed change
• Supporting the development and refinement of QA frameworks, policies, and procedures
• Monitoring and analysing data integrity reports to drive accuracy and process improvements
• Keeping up to date with industry standards, regulatory requirements, and evolving best practice

About You

You're analytical, articulate, and quality-obsessed. With a solid grasp of financial service standards

and QA methodology, you spot gaps others miss—and know how to influence improvement.

Skills and Qualifications:

• Experience in quality assurance, AML/KYC/Customer Due Diligence, operational risk or service monitoring within a financial services environment is desirable.
• Strong understanding of Contact Centre or back office processes or AML/CTF processes will be an added advantage.
• Strong Knowledge of compliance standards, privacy, authentication, and verification obligations
• Strong knowledge of the Bank's core banking system (preferred)

About us:

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.

We are proud to serve some of Australia's essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.

We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit. We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn

How to apply:

Please click the APPLY button and follow the prompts.

For a confidential conversation, please contact Jobs@tmbank.com.au

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.

Seniority level

• Seniority levelAssociate

Employment type

• Employment typeContract

Job function

• Job functionFinance
• IndustriesBanking

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