Quality Assurance Expert

2 weeks ago

Sydney, New South Wales, Australia beBeeQuality Full time
Quality Assurance Specialist

We are seeking a highly skilled Quality Assurance Specialist to join our team. This individual will be responsible for ensuring the quality of our banking processes, services, and customer interactions meet established standards.

The successful candidate will have advanced analytical skills with the ability to identify patterns, trends, and areas for improvement. They will also possess excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.

This role involves preparing weekly and monthly reports on team and agent/team member trends, facilitating training sessions with various business areas, and performing quality checks on various Bank tribes to ensure accuracy, compliance, and adherence to policies and procedures.

The ideal candidate will have prior reporting and training experience, as well as previous experience in quality assurance or a similar role within the banking industry. Knowledge of banking operations, mortgage products, and regulatory requirements is essential.

Key Responsibilities:

  • Preparation of weekly and monthly reports on team and agent/team member trends
  • Facilitating training sessions with various business areas
  • Perform quality checks on various Bank tribes to ensure accuracy, compliance, and adherence to policies and procedures
  • Supporting new starters and those identified as not meeting quality standards by providing training and coaching on quality standards
  • Analysing and evaluating customer interactions such as phone calls and online chats to assess the quality of service provided and areas of opportunity
  • Collaborating with cross-functional teams including risk, operations, contact centre to identify areas of improvement

Requirements:

  • Advanced Excel and intermediate PowerPoint skills
  • PowerBi knowledge is advantageous
  • Prior reporting and training experience
  • Previous experience in quality assurance or a similar role within the banking industry
  • Knowledge of banking operations, mortgage products, and regulatory requirements

About Us:

We are a forward-thinking organisation that values diversity, inclusion, and innovation. We offer a collaborative and dynamic work environment where you can grow your skills and expertise. If you are passionate about quality and excellence, we encourage you to apply for this exciting opportunity.

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