Quality Assurance Specialist
2 weeks ago
We are seeking a skilled Quality Assurance Specialist to join our team. In this role, you will play a key part in maintaining high standards within the Admin / Claims Services Teams.
Your main responsibilities include:
1. Assessing call quality and calibrating evaluations
2. Collaborating with the Admin Leadership, Governance, and Risk & Compliance teams
3. Identifying improvement opportunities through coaching, process reviews, and training initiatives
4. Conducting quality evaluations for Admin / Claims staff, ensuring timely completion of call monitoring and assessments
5. Delivering onboarding sessions to new team members and participating in calibration evaluations to ensure assessment consistency
6. Analyzing evaluation results to identify coaching and training needs, providing insights and recommendations to leadership
7. Assisting in managing incident registers and ensuring activities comply with Mercer policies, legal standards, and ethical practices
8. Supporting updates to the quality management system and preparing internal quality reports to identify trends and improvement opportunities
The ideal candidate will have RG146 accreditation and experience in the Superannuation and Financial Services industry. They will also possess proficiency in Windows XP and Internet applications, along with strong communication, analytical, and technical skills.
Additional requirements include the ability to work to deadlines, attention to detail, and a commitment to exceptional customer service. Resilience, relationship-building skills, and problem-solving ability are also essential.
This is an exciting opportunity to contribute to a dynamic team and advance your career in quality assurance. If you are a motivated and experienced professional looking for a new challenge, please apply now.
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