Contact Centre Quality Analyst

7 days ago

Greater Adelaide SA, Australia Bendigo & Adelaide Bank Full time

**“It begins at Bendigo Bank”**

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

**It starts here. With Bendigo Bankand you.**

**About the opportunity**

Join us in this newly created and crucial role to help us build up the quality of our customer service. This is a fantastic opportunity to contribute to a positive and supportive team culture while making a real difference in our customers' lives by reviewing interactions, identifying trends, coaching staff, and collaborating with leadership across our Contact Centre.

**In this role you’ll get to**
- Review customer interactions to ensure compliance and quality.
- Identify trends and systemic issues impacting service quality.
- Provide coaching and training to staff to improve performance.
- Collaborate with leadership to implement quality improvements.
- Contribute to regular calibration sessions and provide feedback.

**What you’ll bring to the role**

You will have a genuine passion for customer service. You’ll be able to support the uplift of our customer experience whilst also supporting our people in the process. You’ll be proactive in ‘calling out’ improvements but also to recognise a ‘job well done’.

To be successful in the role you will have:

- **Proven QA experience**: Demonstrated ability to provide constructive feedback to peers and team leaders and effectively engage with stakeholders across the bank.
- **Data analysis & reporting**: Proficiency in using Excel and Power BI for data analysis and reporting. Experience with call evaluation forms (e.g., AWS).
- **Customer focus**: Deep understanding of customer needs and the ability to improve customer experience.
- **Financial services knowledge**: Ideally within customer interactions within a financial institution.
- **Project setup & implementation**: Ability to contribute to the setup and implementation of QA processes and procedures.

**So, why work with us?**
- Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve.
- Want to be more than just a number? Join a team that truly values you - and that gets more and more diverse every day.
- Want career opportunity AND flexibility? Achieve both here, where we know that balance and progression go hand in hand.

**You’ll also get access to a great range of benefits, including**:

- Hybrid work? Flexible hours? A compressed work week? Our flexible work options are designed to suit your life. This role can be based in any of our office locations in Melbourne, Brisbane, Bendigo, or Adelaide. We offer flexible work options that put our people first, and a hybrid model of the majority of your working week in the office, at least 60%.
- Health and well-being support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.
- Take your learning to the next level through opportunities like our corporate university ‘BEN U’ or at an external provider of your choice.

**We’re making better, bigger. And we’ll get there with you**

**Still in two minds?**

We love the support recruitment agencies give our businesses every day, however, we have got this. Our superstar talent advisors will reach out to our fabulous panel if we need a helping hand.

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