Operational Excellence Professional

2 days ago

Sydney, New South Wales, Australia beBeeQualityAssurance Full time $80,000 - $100,000
Job Title

Quality Assurance Specialist

Job Description

We're seeking a meticulous and detail-driven professional to fill the Quality Assurance Specialist role. As part of our operations division, you will be instrumental in monitoring service quality across contact centre operations, fraud response, member experience, and support teams. This includes ensuring regulatory compliance and championing continuous improvement.

This is a 12-month fixed-term contract opportunity that requires strong analytical skills, excellent communication, and a passion for delivering exceptional results. If you have a solid grasp of financial service standards and QA methodology, we want to hear from you

About the Role:

  • Conduct thorough reviews of customer interactions (calls, emails/secure messages, chats, back-office processing) to assess compliance with service, regulatory, and process standards.
  • Evaluate verification and authentication practices to ensure consistency and risk mitigation.
  • Document and escalate any process deviations or potential non-compliance issues.
  • Prepare detailed quality insights and reports to inform leadership decision-making.
  • Participate in quality-focused discussions with stakeholders and help embed change.
  • Support the development and refinement of QA frameworks, policies, and procedures.
  • Monitor and analyse data integrity reports to drive accuracy and process improvements.

Required Skills and Qualifications:

  • Experience in quality assurance, AML/KYC/Customer Due Diligence, operational risk, or service monitoring within a financial services environment.
  • Strong understanding of Contact Centre or back-office processes or AML/CTF processes.
  • Strong knowledge of compliance standards, privacy, authentication, and verification obligations.
  • Strong knowledge of the Bank's core banking system.

Benefits:

  • A supportive and collaborative work environment.
  • Ongoing training and development opportunities.
  • The chance to make a real difference in the lives of our members.

About Us:

We are a socially responsible bank that prioritizes the needs of our members and community. Our business model is built on profit-for-purpose principles, which guides our actions and decisions. We are committed to being a force for good in the world.

What We Offer:

A competitive salary package, including a base pay range of $80,000 - $100,000 per annum, as well as access to a range of employee benefits and perks.

Join our team today and become a part of something truly special

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