Specialist, Quality Assurance

2 months ago

Melbourne, Australia Cbus Full time

Specialist, Quality Assurance & Training

**About Cbus**
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

As a Specialist, Quality Assurance & Training, you'll be at the heart of developing and maintaining a strong Quality and Training Framework that supports the Cbus Complaints team. You'll work closely with cross-functional teams to ensure complaint handling aligns with best practices and industry regulations. Your role will directly impact the quality of communication, the appropriateness of complaint resolutions, and the overall experience for our members.

**About your role**
- Design & implement a Quality Framework for Internal and External Dispute Resolution (IDR) that meets industry best practices.
- Oversee quality standards to ensure compliance with regulations while ensuring superior outcomes for complainants.
- Create and maintain a Skills Matrix for the Complaints Team, ensuring continuous growth and development.
- Monitor & evaluate the quality of complaints handling by reviewing response letters and call recordings and providing feedback for improvement.
- Collaborate with teams to develop monthly quality reporting and facilitate training sessions that uplift team performance.
- Assist with the onboarding of new staff and maintain compliance with risk controls.
- Lead training sessions focused on identifying areas for improvement and ensuring all staff stay up to date on compliance.

**About you**
- Excellent written and verbal communication skills with a sharp eye for detail.
- Proven ability to juggle multiple priorities and deliver results under tight deadlines.
- A collaborative mindset with the ability to build strong relationships with both internal and external stakeholders.
- Experience with Salesforce, MS Word, Excel, and other office tools.
- Understanding of the superannuation sector and the commitment to uphold industry best practices.

**Belong at Cbus**
We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

**We're keen to hear from you**

**Applications Close**: 29th October interviews may commence earlier
This position is permanent full-time role based in Melbourne.

All applicants must have working rights in Australia to be considered

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.

Job ID 4285699

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