Quality Analyst

4 weeks ago

Sydney, New South Wales, Australia Buscojobs Full time

We are seeking a talented individual to join our MOAPL team at Mercer. This role can be based in our Adelaide, Sydney or Melbourne office. This is a hybrid role that requires working at least three days in the office.

As a Quality Analyst, you will play a key role in maintaining high standards within the Admin / Claims Services Teams. Your main responsibilities include assessing call quality, calibrating evaluations, and collaborating with the Admin Leadership, Governance, and Risk & Compliance teams. You will help reduce risks and identify improvement opportunities through coaching, process reviews, and training initiatives.

We will count on you to:

  • Conduct quality evaluations for Admin / Claims staff, ensuring timely completion of call monitoring and assessments.
  • Deliver onboarding sessions to new team members and participate in calibration evaluations to ensure assessment consistency.
  • Analyse evaluation results to identify coaching and training needs, providing insights and recommendations to leadership.
  • Assist in managing incident registers and ensure activities comply with Mercer policies, legal standards, and ethical practices.
  • Support updates to the quality management system and prepare internal quality reports to identify trends and improvement opportunities.

What you need to have:

  • RG146 accreditation and experience in the Superannuation and Financial Services industry.
  • Proficiency in Windows XP and Internet applications, with strong communication, analytical, and technical skills.
  • Ability to work to deadlines, attention to detail, and a commitment to exceptional customer service.
  • Resilience, relationship-building skills, and problem-solving ability.
  • Ability to demonstrate Mercer values and maintain high standards of compliance and ethics.

What makes you stand out:

  • Customer Service or Contact Centre experience.
  • Previous experience in a Quality Analyst role within financial services.

Why join our team:

  • We support your professional development through interesting work and supportive leadership.
  • We foster an inclusive culture where you can collaborate with talented colleagues to create solutions and make an impact.
  • Our scale offers diverse career opportunities, benefits, and rewards to enhance your well-being.

Applications are only considered from candidates with the appropriate approval to work in Australia. Successful applicants will need to complete a Criminal & Bankruptcy check prior to starting.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients achieve their objectives and shape the future of work. Marsh McLennan operates in 130 countries with over 90,000 colleagues and annual revenue of $24 billion. For more information, visit or follow us on LinkedIn and X.

We are committed to diversity, inclusion, and flexible work arrangements. All colleagues are expected to work in their local office or onsite with clients at least three days per week, with at least one 'anchor day' for full team in-person collaboration.

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