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Complaints Quality Assurance Specialist
2 weeks ago
The ideal candidate will design and implement a fit-for-purpose complaints quality assurance program that aligns with regulatory and industry standards.
They will conduct second-line reviews of closed complaints to assess compliance, fairness, and customer outcomes. Additionally, they will identify breaches or risks and collaborate with business leaders to address root causes.
The successful candidate will deliver data-informed insights to uplift first-line capability and improve customer experience.
They will develop and deliver targeted complaints training and coaching based on QA outcomes and emerging obligations.
- Main Responsibilities:
- Design and implement a fit-for-purpose complaints quality assurance program
- Conduct second-line reviews of closed complaints
- Identify breaches or risks and collaborate with business leaders to address root causes
- Deliver data-informed insights to uplift first-line capability and improve customer experience
- Develop and deliver targeted complaints training and coaching
The ideal candidate will possess strong analytical skills and the ability to identify systemic issues and control gaps.
They must have a deep understanding of complaints obligations and experience in complaints quality assurance, compliance, or dispute resolution in a regulated environment.
A hands-on experience with CRM systems (preferably Microsoft Dynamics) and reporting tools is also required.
- Key Skills:
- Strong analytical skills
- Ability to identify systemic issues and control gaps
- Deep understanding of complaints obligations
- Experience in complaints quality assurance, compliance, or dispute resolution
- Hands-on experience with CRM systems and reporting tools
The company offers a competitive salary and 13% superannuation. They also provide flexible working options and access to a range of meaningful benefits to support staff's physical and mental wellbeing.
The benefits include 24/7 free counselling, free flu vaccinations, discounted gym memberships, study assistance, paid parental leave, volunteer leave, bereavement leave, gender affirmation leave, family violence leave, and bonus annual leave.
The company is committed to building an inclusive culture and a diverse workforce that reflects the community. They care for a conservation reserve and work with partner organisations to protect threatened species.
About Us:We are a purpose-driven bank that aims to become Australia's leading purpose-driven bank.
We are part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
Our values, purpose, and aspiration guide everything we do.
