Quality Assurance Professional

3 days ago

Sydney, New South Wales, Australia beBeeQualityAssurance Full time $80,000 - $100,000
Job Description

We are seeking a highly skilled Quality Assurance Specialist to join our team. In this role, you will be responsible for monitoring service quality across contact centre operations, fraud response, member experience, and support teams.

Key responsibilities include conducting quality reviews of customer interactions, evaluating verification and authentication practices, documenting and escalating any process deviations or potential non-compliance issues, and preparing detailed quality insights and reports to inform leadership decision-making.

You will also participate in quality-focused discussions with stakeholders and help to embed change, support the development and refinement of QA frameworks, policies, and procedures, and monitor and analyse data integrity reports to drive accuracy and process improvements.

The ideal candidate will have experience in quality assurance, AML/KYC/Customer Due Diligence, operational risk or service monitoring within a financial services environment.

Required Skills and Qualifications
  • Experience in quality assurance, AML/KYC/Customer Due Diligence, operational risk or service monitoring within a financial services environment
  • Strong understanding of Contact Centre or back office processes or AML/CTF processes
  • Strong knowledge of compliance standards, privacy, authentication, and verification obligations
  • Strong knowledge of the Bank's core banking system (preferred)
Benefits

This is an excellent opportunity to work with a globally-recognised socially responsible bank with profit-for-purpose as its business model and philosophy.

As a Quality Assurance Specialist, you will be instrumental in ensuring regulatory compliance and championing continuous improvement.

Others

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia and has been named one of the World's Most Ethical Companies for ten years in a row.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.

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