Chief Quality Assurance Officer

5 days ago

Sydney, New South Wales, Australia beBeeQuality Full time $160,000 - $200,000

Empower Financial Success

As a daily money companion, we offer a unified view of finances with smart features and real-time insights.

About the Role:

  • Establish and lead quality assurance frameworks for customer complaints management functions.
  • Lead high-performing QA and Complaints teams.
  • Design, implement, and lead QA frameworks 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 processes, 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.

Key Qualifications:

  • 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 Choose Us?

  • Innovation with impact: We equip you with the tools and support to drive real change.
  • Collaborative, supportive & fun work environment.
  • Freedom to be yourself: We celebrate individuality and give you the flexibility to work in ways that suit your style.
  • Accelerate your Career: With clear paths for career development, your potential won't just be recognised, it'll be accelerated.

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