Quality Assurance Specialist
4 weeks ago
MUFG Pension & Market Services is a global business that connects millions of people with their assets – safely, securely, and responsibly. With over 6,500 employees across 4 continents, we continue to grow and expand our services.
We are a leading administrator for super funds in Australia, serving many household names. Our diverse team comes from various cultural and linguistic backgrounds, and we celebrate the successes of our clients and employees.
The RoleThe primary objective of this role is to ensure the effective implementation of the Quality Framework strategy at an operational level, with a strong emphasis on identifying, recommending, and executing continuous improvement initiatives.
In this capacity, the Quality Assurance Specialist will perform comprehensive quality reviews across various processes to analyze, report, coach, and train on relevant policies, procedures, and products.
You will deliver detailed quality analyses that aid in pinpointing sources of quality errors. These findings will be instrumental in addressing training needs, improving process inefficiencies or anomalies, uncovering cost-saving opportunities, and tackling quality-related challenges within Fund Operations.
Furthermore, you will work in close collaboration with internal and external stakeholders to mitigate the impact and likelihood of any potential events that could hinder the achievement of the business's strategic and commercial goals.
Key Accountabilities and Main Responsibilities- Conducting Quality Assurance reviews using specified random sampling techniques on core processes and compiling reported findings for management.
- Measuring, analyzing, and reporting on agent/team compliance with policies, processes, and application performance to Team Managers, the Quality Assurance Manager, and the Head of the Department.
- Maintaining up-to-date knowledge of products, systems, and processes by participating in relevant in-house training and development programs as required.
- Assisting the immediate Manager in the development and maintenance of a centralized procedures manual housed within the internal intranet facility.
- Identifying and assessing risks that could prevent the achievement of strategic targets.
- Acting as a Quality Assurance Specialist, influencing the business generally and building trusting partnerships and relationships to help overcome resistance to change.
- Serving as a point of contact for all teams, proactively identifying barriers, risks, and issues, and recommending solutions and strategies to achieve team goals while satisfying internal and external clients and stakeholders.
- Collaborating effectively with appropriate teams on projects or process changes.
- Possess well-developed organizational and planning skills, capable of managing demanding workloads efficiently. Experienced in collaborating with a diverse range of stakeholders, with a demonstrated ability to prioritize and manage deliverables independently.
- Familiar with continuous improvement methods and related activities.
- Proficient in analytical thinking and employing a logical approach to resolving issues.
- Advanced proficiency in Microsoft Word, Excel, PowerPoint. Power Bi, Encore+, Outlook, and MS Teams
- Strong skills in negotiation, facilitation, leadership, and communication.
- Experience in the superannuation or financial services industry is highly regarded.
- An effective communicator in both verbal and written forms, with the ability to provide support and convey critical information clearly.
- Capable of working autonomously, showing high levels of self-motivation and initiative.
- Holds a formal tertiary qualification in business or a related discipline, with a minimum of 5 years of experience (Preferred).
- Knowledge of and experience with MUFG operating processes, policies, and systems, especially in a senior, specialist, or team leader role (Preferred).
- FlexiWorks – enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognize people who are demonstrating our values and Company purpose.
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
- Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
- Novated Car Leasing
We are an inclusive employer whose people work collaboratively. We encourage, support, and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to ApplyReady to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.
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