Auditor of High-Quality Standards

2 weeks ago

Sydney, New South Wales, Australia beBeeAnalyst Full time

We are seeking a skilled professional to fill a key role within our team. This position offers the opportunity to work in a hybrid environment, requiring at least three days of office presence per week.

As a Quality Analyst, you will play a vital part in maintaining high standards within the Admin / Claims Services Teams. Your primary responsibilities include evaluating call quality, calibrating evaluations, and collaborating with cross-functional teams such as Governance, Risk & Compliance. You will help mitigate risks and identify opportunities for improvement through coaching, process reviews, and training initiatives.

Key Responsibilities:

  • Conduct quality assessments for Admin / Claims staff, ensuring timely completion of call monitoring and evaluations.
  • Deliver onboarding sessions to new team members and participate in calibration evaluations to ensure assessment consistency.
  • Analyze evaluation results to identify coaching and training needs, providing insights and recommendations to leadership.
  • Assist in managing incident registers and ensure activities comply with relevant policies, legal standards, and ethical practices.
  • Support updates to the quality management system and prepare internal reports to identify trends and improvement opportunities.

Requirements:

  • RG146 accreditation and experience in the Superannuation and Financial Services industry.
  • Proficiency in Windows XP and Internet applications, with strong communication, analytical, and technical skills.
  • Ability to work under deadlines, attention to detail, and a commitment to exceptional customer service.
  • Resilience, relationship-building skills, and problem-solving ability.
  • Ability to demonstrate values and maintain high standards of compliance and ethics.

Preferred Qualifications:

  • Customer Service or Contact Centre experience.
  • Previous experience in a Quality Analyst role within financial services.

Why this Role is Rewarding:

  • Opportunities for career growth and development.
  • Inclusive culture fostering collaboration and innovation.
  • Diverse range of benefits and rewards supporting overall well-being.

Successful applicants must have approval to work in Australia and complete a background check prior to commencement.

Mercer operates globally with a focus on client success and shaping the future of work.

We prioritize diversity, inclusion, and flexible work arrangements.

Colleagues are expected to work in their local office or onsite with clients at least three days per week.

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