Sustaining Excellence through Quality Leadership

1 week ago


Sydney, New South Wales, Australia beBeeQuality Full time $160,000 - $200,000
Lead Quality Assurance Expert

We seek a highly skilled and experienced Lead Quality Assurance Expert to establish and lead our quality assurance framework for customer complaints management.

About the Role
  • This role ensures a consistent high-quality customer experience across all channels, derives insights from customer feedback, and champions fair customer outcomes in line with regulatory standards.
Key Responsibilities:
  • Develop high-performing QA and Complaints teams
  • Design, implement, and lead the QA framework for customer interactions across all channels – chat, voice, digital, back office
  • Collaborate with stakeholders to develop QA standards, scoring models, and calibration processes
  • 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
  • Oversee end-to-end complaints management process, ensuring timely, fair, and regulatory obligations and deliver customer-first outcomes
What We Offer

As a member of our team, you will have opportunities for growth and development, work with cutting-edge technologies, and contribute to delivering exceptional customer experiences.

Benefits:
  • Growth and Development Opportunities
  • Cutting-Edge Technologies
  • Customer-Centric Culture


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