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Director of Quality Excellence

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Sydney, New South Wales, Australia beBeeLeadership Full time $90,000 - $120,000
Job Summary

This senior leadership position oversees the development and implementation of a quality assurance framework to ensure high-quality customer experiences across all channels.

The role leads continuous improvement initiatives, partners with stakeholders, and monitors quality trends to drive customer-first outcomes.

Key Responsibilities:
  • Lead high-performing QA and complaints teams to achieve consistent high-quality customer experiences.
  • Develop QA standards, scoring models, and calibration processes in collaboration with key stakeholders.
  • Monitor and report on quality trends, customer experience outcomes, and process adherence.
  • Partner with operations, risk, compliance, and product teams to embed a quality-first culture.
Requirements:
  • Proven leadership experience in quality assurance and complaints management within financial services or regulated industries.
  • Strong understanding of regulatory obligations and industry guidelines.
  • Experience designing and implementing QA frameworks and complaint management processes.
  • Excellent stakeholder management, communication, and influencing skills.
What We Offer:
  • Innovation with impact: Meaningful work, amazing benefits, and tools to drive real change.
  • Collaborative, supportive, and fun environment: A culture that supports people to thrive.
  • Clear paths for career development and recognition of potential.
Location

Based in Sydney, this permanent role requires Australian or New Zealand citizenship or permanent residency.