Quality Assurance Manager

2 weeks ago

Sydney, New South Wales, Australia Rabobank Gruppe Full time

Rabobank Gruppe is a leading specialist in food & agribusiness banking, with a strong focus on agriculture and a commitment to adding long-term value for clients. Our culture is unique, with a strong emphasis on teamwork and collaboration, and we strive to create an open, balanced, and flexible work environment where employees feel valued and supported.

The Customer Resolutions function within the COO Domain is a newly established centralized complaints function dedicated to resolving complex customer complaints and disputes as part of Rabobank Gruppe's obligations under the Banking Code of Practice and ASIC's Complaints Handling Guide.

As a Quality Assurance Manager, you will be responsible for overseeing and managing the complaints quality assurance process for Rabobank Gruppe Australia, ensuring that all customer complaints are handled efficiently, effectively, and in line with regulatory requirements. You will develop and implement a quality assurance framework and tool to record, identify, and address recurring complaints, analyzing complaint data to identify trends and areas for improvement.

This role reports to the Head of Customer Resolutions.

Key Responsibilities:

  • Work across the bank to ensure timely feedback is received on complaint management performance and quality, working with the business to uplift capability where required.
  • Complete quality assurance reviews of complaints resolved, ensuring they were raised, acknowledged, and investigated, as well as resolved effectively in line with Rabobank Gruppe policies, procedures, and regulatory requirements.
  • Develop and implement quality control processes to identify recurring complaints and address root causes.
  • Ensure that complaint handling processes comply with applicable regulations, industry standards, and internal policies.
  • Prepare reports on complaint trends, resolution times, and customer satisfaction levels.
  • Identify potential risks associated with complaints and develop strategies to mitigate them.
  • Collaborate with cross-functional departments to address systemic issues and implement corrective actions.
  • Support in the delivery of training programs for complaint handlers and other relevant staff members, ensuring they have the necessary skills and knowledge to handle complaints effectively and maintain data integrity of the Customer Feedback System.

Requirements:

  • Minimum of 5 years' experience in a complaint handling role or quality assurance role.
  • Minimum of 3 years' experience in the Banking and Financial Services industry (highly desirable).
  • Track record in working in and collaborating with cross-functional teams.
  • Subject matter expertise of RG271 and Code of Banking Practice.
  • Excellent stakeholder management and influencing skills. Proven success in influencing change in a business and operations setting.
  • Adept at dealing with difficult conversations.
  • Sound organizational skills.
  • Ability to work effectively under pressure.

What We Offer:

  • A hybrid way of working at Rabobank Gruppe, with a blend of time working between the office and home.
  • Wellbeing leave, supporting greater work-life balance.
  • An Education Assistance Program to assist with professional development.
  • Parental leave, supporting you and your family during this special time.
  • Bonus and additional leave, recognizing the importance of work-life balance.
  • Extra insurance, protecting your financial wellbeing in the event of serious illness, injury, or death.
  • Rabo Workplace Giving program, encouraging employees to contribute to our community.
  • Other extras, including annual equipment/wardrobe allowance, flu shots, and health insurance discounts.

Rabobank Gruppe is committed to diversity and inclusion and is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (inclusive of all genders), gender expression, sexual orientation, religion, disability, age, or other diversity characteristics not mentioned. If you'd like to discuss how we can make our opportunities more accessible to you, please let a member of the Talent Acquisition team know.

  • Quality Assurance Manager

    3 days ago

    Sydney, New South Wales, Australia Anton Murray Consulting Full time

    Quality Assurance ManagerAnton Murray Consulting is seeking a Quality Assurance Manager to join our team in Sydney. As a Quality Assurance Manager, you will be responsible for ensuring the quality of project deliverables and outputs meet the completion criteria.Key Responsibilities:Maintain and refine the methodology for documentation of all project...

  • Quality Assurance Manager

    6 days ago

    Sydney, New South Wales, Australia Anton Murray Consulting Full time

    Quality Assurance ManagerAnton Murray Consulting is seeking a Quality Assurance Manager to join our team in Sydney. As a Quality Assurance Manager, you will be responsible for ensuring the quality of project deliverables and outputs meet the completion criteria.Key Responsibilities:Maintain and refine the methodology for documentation of all project...

  • Quality Assurance Manager

    7 days ago

    Sydney, New South Wales, Australia Westpac Group Full time

    Job Title: Quality Assurance ManagerWe are seeking a highly skilled Quality Assurance Manager to join our team at Westpac Group.About the RoleThe Quality Assurance Manager will be responsible for overseeing all quality assurance deliverables for our agile Release Train. This includes comprehensive test planning, scoping, strategy development, and ensuring...

  • Quality Assurance Manager

    1 week ago

    Sydney, New South Wales, Australia Anton Murray Consulting Full time

    {"title": "Quality Assurance Manager", "content": "Regulatory Change Projects TeamA global financial services firm is seeking a Quality Assurance Manager to support the delivery of risk and regulatory remediation programs.The successful applicant will join the Regulatory Change Projects team to work closely with a team of experienced risk project...

  • Quality Assurance Manager

    2 weeks ago

    Sydney, New South Wales, Australia Assurant, Inc. Full time

    About the RoleAssurant, Inc. is seeking a Quality Assurance Manager to join our team in Auburn. As a Quality Assurance Manager, you will play a key role in executing effective and efficient quality management for our operations.Key ResponsibilitiesMaintain effective quality management of Assurant's products and services, including repair and refurbishment of...

  • Quality Assurance Manager

    2 weeks ago

    Sydney, New South Wales, Australia UNAVAILABLE Full time

    Job DescriptionOverviewWe are seeking a highly skilled Quality Assurance Manager to join our team at UNAVAILABLE. As a key member of our organization, you will play a critical role in maintaining and optimizing our quality management system.Key Responsibilities:Facilitate Timely Corrective Actions: Collaborate with various departments to identify and resolve...

  • Quality Assurance Manager

    1 week ago

    Sydney, New South Wales, Australia Talent Focus Full time

    Quality Assurance Manager Job Description **About the Role** We are seeking an experienced Quality Assurance Manager to join our team at Talent Focus. As a key member of our organization, you will play a critical role in ensuring the highest standards of quality and safety in our food manufacturing business. **Key Responsibilities** * Manage HACCP...

  • Quality Assurance Manager

    6 days ago

    Sydney, New South Wales, Australia Talent Focus Full time

    Quality Assurance Manager Job Description **About the Role** We are seeking an experienced Quality Assurance Manager to join our team at Talent Focus. As a key member of our organization, you will play a critical role in ensuring the highest standards of quality and safety in our food manufacturing business. **Key Responsibilities** * Manage HACCP...

  • Quality Assurance Manager

    7 days ago

    Sydney, New South Wales, Australia Dean & Ling Executive Full time

    Quality Assurance ManagerFliteboard, a leading Australian enterprise, is seeking a Quality Assurance Manager to join their team in Byron Bay. As a key member of the production team, you will be responsible for ensuring the integrity and ongoing development of quality assurance processes, systems, and controls across the full life cycle of Flite's product...

  • Quality Assurance Manager

    2 weeks ago

    Sydney, New South Wales, Australia Dean & Ling Executive Full time

    Job SummaryFliteboard, a leading Australian enterprise, is seeking a highly skilled Quality Assurance Manager to join its team. As a key member of the organization, you will be responsible for ensuring the integrity and ongoing development of quality assurance processes, systems, and controls across the full life cycle of Flite's product portfolio.Key...

  • Quality Assurance Manager

    1 week ago

    Sydney, New South Wales, Australia Westpac Group Full time

    About the RoleWe are seeking a highly skilled Quality Assurance Manager to join our team at Westpac Group. As a key member of our software development team, you will be responsible for overseeing all quality assurance deliverables and ensuring the highest level of performance and productivity.Key ResponsibilitiesDevelop and implement quality assurance...

  • Quality Assurance Manager

    6 days ago

    Sydney, New South Wales, Australia Westpac Group Full time

    About the RoleWe are seeking a highly skilled Quality Assurance Manager to join our team at Westpac Group. As a key member of our software development team, you will be responsible for overseeing all quality assurance deliverables and ensuring the highest level of performance and productivity.Key ResponsibilitiesDevelop and implement quality assurance...

  • Quality Assurance Manager

    2 weeks ago

    Sydney, New South Wales, Australia Austcorp Executive Recruitment PTY Ltd Full time

    About Austcorp Executive Recruitment PTY LtdA leading recruitment agency specializing in placing top talent in the food manufacturing industry.About the RoleWe are seeking a highly skilled Quality Assurance Manager to join our client, a renowned food manufacturer in Australia. As a key member of the quality team, you will be responsible for ensuring the...

  • Quality Assurance Manager

    3 days ago

    Sydney, New South Wales, Australia Talent Focus Full time

    Quality Assurance Manager Job DescriptionTalent Focus is seeking a highly skilled Quality Assurance Manager to join our team in the Hornsby Region. As a Quality Assurance Manager, you will play a critical role in ensuring the quality and safety of our products.Key Responsibilities:Manage HACCP documentation and programManage internal and external HACCP audit...

  • Quality Assurance Manager

    1 week ago

    Sydney, New South Wales, Australia CRM Recruitment Full time

    {"title": "Quality Assurance Manager", "content": "Quality Assurance ManagerCareer Opportunity with CRM RecruitmentA top Not-for-Profit organization is seeking a Quality Assurance Manager to join their team. As the Quality point of contact, you will work closely with all units within the business to ensure compliance with the Quality & Safeguarding...

  • Quality Assurance Manager

    1 week ago

    Sydney, New South Wales, Australia Rabobank Gruppe Full time

    About the RoleRabobank is a leading specialist in food & agribusiness banking, with a strong commitment to adding long-term value for clients. Our people are at the heart of everything we do, and we're looking for a Quality Assurance Manager to join our dynamic team in the Customer Resolutions function.Key ResponsibilitiesOversee and manage the complaints...

  • Quality Assurance Manager

    2 weeks ago

    Sydney, New South Wales, Australia Real Pet Food Co Full time

    About the RoleWe are seeking a highly skilled and experienced Quality Assurance Manager to join our team at Real Pet Food Co. As a key member of our Site Management Team, you will be responsible for leading the improvement and management of our sites' compliance initiatives, quality and food safety standards, and the Quality Assurance Team.Key...

  • Quality Assurance Manager

    2 weeks ago

    Sydney, New South Wales, Australia Panasonic Corporation Full time

    About the RoleWe are seeking a highly skilled Quality Assurance Manager to join our team at Panasonic Avionics Corporation. As a Quality Assurance Manager, you will be responsible for developing, deploying, and managing our Part-145 Approvals and Safety Management System.Key ResponsibilitiesInterface with Customers and Regulatory BodiesInterface with local...

  • Quality Assurance Manager

    1 day ago

    Sydney, New South Wales, Australia Talent Focus Full time

    Quality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at Talent Focus. As a key member of our organization, you will play a critical role in ensuring the highest standards of quality and food safety in our food manufacturing business.Key Responsibilities:Manage and maintain HACCP documentation...

  • Quality Assurance Manager

    3 days ago

    Sydney, New South Wales, Australia Talent Focus Full time

    Quality Assurance Manager Job DescriptionWe are seeking a highly experienced Quality Assurance Manager to join our team at Talent Focus. As a key member of our organization, you will play a critical role in ensuring the highest standards of quality and safety in our food manufacturing business.Key Responsibilities:Manage HACCP documentation and programs to...