Quality & Insights Analyst

4 days ago

Council of the City of Sydney, Australia IOOF Holdings Limited Full time

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SYDNEY, NSW, AU, 2000 BRISBANE, QLD, AU, 4000 MELBOURNE, VIC, AU, 3008

Employment Type: Permanent Full Time

- Take the next step in your QA career — grow your insights and analytics capability
- Influence positive change and improve the customer experience
- Permanent Full-Time position, based in Melbourne, Sydney or Brisbane

The opportunity to join our team

Join our Customer Resolutions team as a Quality Assurance and Insights Analyst, where you’ll play a key role in improving how we resolve customer complaints with empathy, fairness and consistency. You’ll conduct quality reviews, identify areas for uplift and provide coaching and feedback to help drive a proactive complaint management culture. Using your analytical skills, you’ll turn data and complaint findings into actionable insights that support continuous improvement across the business. This role offers the opportunity to make a real impact on our customer experience and strengthen Insignia Financial’s complaint management capability.

Key Responsibilities:

- Conduct quality assurance reviews using approved frameworks across all complaint types
- Provide coaching and feedback to internal and external dispute resolution case managers
- Identify opportunities to improve processes, efficiency and customer experience
- Balance quality and insights functions — conducting deep-dive reviews and drawing meaningful trends
- Analyse and present insights in an engaging way to influence change and improvement
- Promote a proactive complaint management culture across the division
- Support complaint teams during periods of high complaint volumes
- Collaborate across teams to embed a culture of learning and continuous improvement
- Contribute to uplift initiatives that enhance complaint management and reporting

What you will bring:

- Proven experience in complaints management within financial services (preferred)
- Strong knowledge of RG271 and related regulatory guidelines
- Experience in IDR or EDR environments, ideally within superannuation
- Proven coaching and communication skills to influence outcomes
- Analytical mindset with the ability to identify trends and opportunities for improvement
- Strong written and verbal communication with excellent attention to detail
- Ability to work flexibly in a fast-paced, changing environment
- Demonstrated resilience, adaptability and collaborative approach

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.

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