Expert Compliance Specialist

2 days ago


Melbourne, Victoria, Australia beBeeComplaint Full time $90,000 - $120,000
Senior Complaints & QA Training Lead

This senior-level specialist role leads the uplift of complaints capability across the organization by providing expert oversight of closed cases to ensure compliance with regulatory obligations, internal policies, and industry codes.

Key Responsibilities:
  • Design and implement a fit-for-purpose complaints QA program aligned with regulatory and industry standards
  • Conduct second-line reviews of closed complaints to assess compliance, fairness, and customer outcomes
  • Identify breaches or risks and collaborate with business leaders to address root causes
  • Deliver data-informed insights to uplift first-line capability and improve customer experience
  • Develop and deliver targeted complaints training and coaching based on QA outcomes and emerging obligations
  • Ensure accurate complaint coding in line with internal standards and external requirements
  • Support complaints system enhancements, including configuration and staff training
  • Prepare concise reporting for governance forums, highlighting trends, quality themes, and systemic issues
  • Coordinate calibration sessions to support consistency in complaint handling and decision-making

We strive to maintain the highest social and environmental standards as a certified B Corp, balancing profit and purpose.

Our staff enjoy a range of meaningful benefits to support their wellbeing, including access to 24/7 free counseling, free flu vaccinations, and discounted gym memberships.



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