Exceptional Quality Excellence

3 days ago

Melbourne, Victoria, Australia beBeeQuality Full time $90,000 - $105,000
Quality Assurance Professional

We are seeking a skilled Quality Assurance Professional to join our team. This role can be based in various locations, with a requirement of working at least three days in the office.

As a Quality Assurance Professional, you will play a vital role in maintaining high standards of quality within the Admin / Claims Services Teams daily. Your main responsibilities include assessing call quality, calibrating evaluations, and collaborating with the Admin Leadership, Governance, and Risk & Compliance teams. You will help reduce risks and identify improvement opportunities through coaching, process reviews, and training initiatives.

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

Key Qualifications

  • 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
  • Demonstrated ability to work to 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

What Makes Us Different

  • Vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities
  • Professional development opportunities, interesting work, and supportive leaders
  • Range of career opportunities, benefits, and rewards to enhance your well-being

Mercer is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex / gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

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