Quality Analyst

7 months ago

Sydney, Australia AMP Full time

Quality Analyst

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**

This role within the 1st Line Risk team is responsible for ensuring that banking processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing any issues or discrepancies through quality checking to ensure compliance, accuracy, and efficiency. By monitoring, analysing, and evaluating various aspects of the bank's activities, the focus of this role is to help improve the overall quality of banking services, mitigate risks, and maintain regulatory compliance. The role contributes to enhancing customer satisfaction, minimizing errors, and promoting a culture of continuous improvement within the Bank.

You'll make an impact by:

- Preparation of weekly and monthly reports on team and agent/team member trends
- Facilitating training sessions with various business areas
- Perform quality checks on various Bank tribes:

- to ensure accuracy, compliance and adherence to policies and procedures
- that deficiencies identified are remediated and closed out in a timely manner.
- conduct root cause analysis and provide insights.
- Support our bank staff, specifically new starters and those identified as not meeting quality standards by providing training and coaching on quality standards.
- Analyse and evaluate customer interactions such as phone calls and online chats to assess the quality of service provided and areas of opportunity.
- Collaborate with cross-functional teams including risk, operations, contact centre to identify areas of improvement, including assisting team leader in closing out QA related incidents.
- Participate in Team calibration to ensure quality of Quality team is not compromised.
- Represent QA team as required for ongoing projects.

**What you will bring to the team**
- Advanced Excel and intermediate PowerPoint skills
- PowerBi knowledge will be advantageous
- Prior reporting and training experience
- Previous experience in quality assurance or a similar role within the banking industry (Lending) is essential.
- Knowledge of banking operations, mortgage products, and regulatory requirements.
- Excellent analytical skills with the ability to identify patterns, trends, and areas for improvement.
- High attention to detail and strong problem-solving abilities.
- Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.

**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 innovati

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