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Quality Assurance Manager
2 months ago
Rabobank Gruppe is a leading specialist in food & agribusiness banking, with a strong commitment to adding long-term value for clients. As a Quality Assurance Manager - Customer Resolutions, you will play a crucial role in supporting our farmers to feed the world.
This is an exciting opportunity to join our dynamic team in the newly established Customer Resolutions function within the COO Domain. You will be responsible for overseeing & managing the complaints quality assurance process for Rabobank Australia, ensuring that all customer complaints are handled efficiently, effectively, & in line with Regulatory requirements.
Key Responsibilities- Quality Assurance Reviews: Complete quality assurance reviews of complaints resolved ensuring they were raised, acknowledged & investigated, as well as resolved effectively in line with Rabobank policies, procedures & regulatory requirements.
- Complaint Analysis: Develop & implement quality control processes to identify recurring complaints & address root causes.
- Regulatory Compliance: Ensure that complaint handling processes comply with applicable regulations, industry standards, & internal policies.
- Reporting & Insights: Prepare reports on complaint trends, resolution times, & customer satisfaction levels.
- Risk Management: Identify potential risks associated with complaints & develop strategies to mitigate them.
- Collaboration & Training: Collaborate with cross-functional departments to address systemic issues & implement corrective actions. Support in the delivery of training programs for complaint handlers & other relevant staff members, ensuring they have the necessary skills & knowledge to handle complaints effectively.
- Quality Assurance Experience: QA Experience in Quality Assurance of Complaints.
- Complaint Handling Background: Demonstrated background experience in a complaint handling role.
- Industry Experience: Minimum of 3 years' experience in the Banking & Financial Services industry (highly desirable).
- Team Collaboration: Track record in working in & collaborating with cross functional teams.
- Regulatory Knowledge: Subject Matter expertise of RG271 & Code of Banking Practice.
- Stakeholder Management: Excellent stakeholder management & influencing skills. Proven success in influencing change in a business & operations setting.
- Communication Skills: Adept at dealing with difficult conversations.
- Organizational Skills: Sound organisational skills.
- Pressure Management: Ability to work effectively under pressure.
Rabobank Gruppe is committed to diversity and inclusion and is proud to be an equal opportunity employer. We value the development of our people and offer a range of benefits, including a hybrid way of working, wellbeing leave, education assistance, parental leave, bonus and additional leave, extra insurance, and a Rabo Workplace Giving program.
