Head of Quality Assurance

2 weeks ago

Sydney, New South Wales, Australia Ubank Full time

Join to apply for the Head of Quality Assurance & Complaints role at Ubank

At Ubank, we empower the digital generation to achieve financial success. Think of us as your daily money companion, offering a unified view of your finances with smart features and real-time insights. Save more, track spending, and achieve home ownership faster with Ubank.

About the Role

The role is responsible for establishing and leading the quality assurance framework for the customer complaints management function. The role ensures a consistent high quality customer experience across all channels, derives insights from customer feedback, and champions fair customer outcomes in line with regulatory standards.

Key Responsibilities
  • Lead and develop high performing QA and Complaints teams
  • Design, implement and lead the QA framework for customer interactions across all channels – chat, voice, digital, back office
  • Develop QA standards, scoring models and calibration processes in partnership with key stakeholders
  • Monitor and report on quality trends, customer experience outcomes and process adherence
  • Lead continuous improvement initiatives based on quality insights, customer feedback, and root cause analysis
  • Partner with Operations, Risk, Compliance and product teams to embed quality-first culture
  • Oversee end-to-end complaints management process, ensuring timely, fair, and regulatory obligations and deliver customer-first outcomes
  • Monitor complaint trends, conduct root cause analysis, and provide actionable insights to reduce complaint drivers
  • Act as an escalation point for complex or high-risk complaints. Represent the bank in engagement with regulators – AFCA, ASIC, BCORP
Your Experience
  • Proven leadership experience in quality assurance and complaints management, ideally within Financial Services or regulated industries
  • Strong understanding of financial services regulatory obligations (e.g., AFCA, ASIC guidelines, Banking Code of Practice)
  • Experience designing and implementing QA frameworks and complaint management processes
  • Excellent stakeholder management, communication and influencing skills
Why Ubank?
  • Innovation with impact: From meaningful work to amazing benefits, we equip you with the tools and support to drive real change
  • Collaborative, supportive & fun: We believe innovation is a team sport with a culture that supports people to thrive
  • Build something great: Ubank is where ambition meets opportunity with tools, trust and support to make change happen
  • Freedom to be yourself: We celebrate individuality with a hybrid working model for balance and autonomy
  • Accelerate your career: Clear paths for career development and recognition of potential

We acknowledge the Gadigal of the Eora nation as the Traditional Custodians of our local area. This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency. We welcome applicants of all backgrounds, and our Talent team is excited to connect with you.

Apply now with your CV and explore this exciting opportunity

Job Details
  • Seniority level: Director
  • Employment type: Full-time
  • Job function: Quality Assurance

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