Quality Assurance Banking Call Centre

1 week ago

Sydney, Australia Employ Full time

Hybrid role - office is based in Rhodes
- Temp to perm opportunity - paying $32.05 per hour + super
- Call monitoring and coachinf experience required

A leading national mortgage provider is seeking an experienced QA person to work with their national call centre, providing coaching, feedback and ensuring all calls managed, meet the compliance standards.

To be suitable for this role, you will have had some QA experience within the financial services industry and looking for an opportunity to grow your career.

**Key Responsibilities**
- Call coaching and call monitoring to improve the customer experience
- Call quality and coach call centre operators in content and call compliance
- Validate changes made on customer accounts for accuracy, and correct or report before there is a customer impact.
- Identify, document and escalate risk incidents/errors through established channels.
- Support the Risk specialist by reporting risks found through checking and Quality process
- Support Risk Specialists in development, implementation and management of framework for key control testing within Contact Centre
- Understand, adhere to and comply with all company policies, risk appetite and legislative requirements including NCCP.

**Skills**:

- Must be able to work full time both at home and in office (two days in the office weekly)
- Call Monitoring experience for greater than 6 months
- Must have coaching experience coaching and providing feedback to Agents
- Financial Services background is strongly desirable
- Work between the hours of 0800 - 1830

This is an exciting opportunity to come in and make a real difference to an established, yet evolving business. With superb facilities and industry leading technology you will be given all the tools required to succeed.

If this role sounds like you, please APPLY NOW

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