Quality Assurance

6 months ago

Sydney, Australia ING Group Full time

Quality Assurance (QA) Specialist - Secondment

We have an exciting opportunity for someone who has been using their IDP to work towards the next step in their career with a **12 month secondment** as a Quality Assurance Specialist.

This role sits within our Change & Support Team in Assisted Channels, COO and is for anyone who is passionate about Customer Service and wants to help ING to provide great customer experiences through the feedback provided to our employees.

In this role, you'll be responsible for evaluating customer contacts, and providing QA results to team members to ensure the business is improving on and delivering excellent customer experience across the Assisted Channels, Direct Mortgage and the Customer Solutions Teams.

**What you'll do**
- Completing QA evaluations on all of our customer contact channels using QA definitions and guidelines
- Supporting the QA Program activities to ensure the smooth running of the QA program at all times
- Analysing QA data and providing support to our leadership teams with the aim to improve customer experience and reduce exposure to risk
- Identifying and implementing process improvements & efficiency gains that impact customers and staff

**What we're looking for**
- Demonstrated commitment to providing customer service excellence
- Excellent written and verbal communication skills
- Great interpersonal skills, including the ability to build positive working relationships with both internal and external stakeholders
- A high degree of accuracy and attention to detail
- The ability to take initiative and ownership of tasks and string organisational skills
- Someone who is team orientated
- ING product, process and systems knowledge
- Demonstrated experience in providing and/or coaching would be highly desirable

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you're joining a team where individuality isn't just accepted, it's encouraged. We've built a culture that's fun, friendly and supportive - it's the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We're here to help you get ahead. And with our global network, there's plenty of scope to take your career in new directions, perhaps even ones you've never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you'd feel at home? We'd love to hear from you.

**Need more?**

**Before you apply**

Job ID REQ-10072492

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