Quality Assurance Leadership Opportunity

5 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $120,000 - $145,000

**Job Summary**

This is an exciting opportunity to lead a team of quality assurance professionals in ensuring the delivery of exceptional customer experiences.

The QA Team Lead will be responsible for overseeing the day-to-day operations of the QA team, driving continuous improvement, and collaborating with other departments to achieve business objectives.

This role requires a strong understanding of quality assurance principles, excellent leadership skills, and the ability to work effectively in a fast-paced environment.

About the Role:

  1. Lead a team of QA Agents in conducting quality assurance assessments on calls, managing regulatory and operational risk, and assisting with the personal development of contact centre staff.
  2. Work closely with the Learning and Development Team to identify trends and training needs through the analysis of QA results and deliver constructive feedback to sales and customer care management.
  3. Provide relevant and constructive feedback to the sales, customer service, and claims teams.
  4. Evaluate the effectiveness of the QA framework and contribute to process improvement initiatives.
  5. Maintain accurate records and administer the NFS' QA Appeals process.
  6. Develop and maintain up-to-date knowledge of NFS' products, systems, and processes.
  7. Collaborate with the Risk and Compliance Team on risk management assurance activity and embed changes to the QA framework due to regulatory changes.

Requirements:

  • Previous experience working within a quality assurance function in a financial services firm as a Manager, Team Leader, Senior/Lead QA Agent, or similar.
  • Proven line management experience or extensive mentoring/coaching experience.
  • A good understanding of the Australian and/or New Zealand life insurance regulatory environment.
  • A clear customer focus, excellent communication skills, and attention to detail.
  • An ability to drive performance, adapt to change, and motivate others.
  • Excellent stakeholder management and relationship-building skills.

What We Offer:

We offer a dynamic and entrepreneurial environment where you can grow your career and make a real difference in people's lives. Our company values integrity, excellence, and collaboration, and we are committed to providing equal opportunities for all applicants.

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