Senior Quality Assurance Specialist for Dispute Resolution
1 month ago
AustralianSuper is seeking a Senior Quality Assurance Specialist to join our Member Sentiment Team. In this key role, you will be responsible for maintaining and strengthening the quality and experience of complainants through the delivery of a comprehensive quality program that supports our Member Resolution teams.
About the RoleThis is an exciting opportunity to work in a rapidly evolving team to deliver outstanding results. As a Senior Quality Assurance Specialist, you will be responsible for:
- Conducting comprehensive investigations into the quality of Member Resolution outcomes (internal and external dispute resolutions) and member experience, identifying root causes, analysing patterns, and providing actionable insights and recommendations for resolution.
- Working closely with cross-functional teams to proactively identify potential conflict areas and implement preventive measures to enhance colleague capability or complainant experience.
- Designing and executing training programs to enhance resolution skills among team members, fostering a proactive and solution-oriented approach.
- Providing guidance and support to operational teams involved in dispute resolution processes, ensuring adherence to company policies, industry regulations, and best practice standards.
To be successful in this role, you will need:
- 5+ years' experience in dispute resolution ideally in financial services, Superannuation a preference.
- RG 146 competency with ongoing CPD, or willingness to obtain.
- Experience in developing and delivering targeted training sessions to colleagues, along with a commitment to coaching and mentoring to enhance skills and knowledge.
- Experience in quality control, with a proven ability to maintain and improve quality standards.
The estimated annual salary for this role is $120,000 - $150,000, depending on your level of experience. We also offer a range of benefits, including:
- Ongoing learning, coaching, and training opportunities.
- Career development and advancement opportunities across our expanding global organisation.
- Generous leave entitlements and flexible working arrangements.
If you share our values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes, and are passionate about delivering outstanding results, we encourage you to apply for this exciting opportunity.
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