Quality Assurance Specialist, Funds

**Overview**

The purpose of this role is to ensure that the Link Quality Framework strategy and are fulfilled at an operational level, with a focus on identifying, recommending and implementing continuous improvement initiatives.

The Quality Assurance Officer will perform quality reviews across a wide variety of processes, by utilising voice recording systems to capture, analyse, report, coach and train on Link’s policies, procedures and products.

The Quality Assurance Officer role will provide detailed quality analysis that will assist in identifying sources of quality errors that can then be reviewed for training needs, process inefficiencies or anomalies, cost saving opportunities and challenges arising from quality for Fund Operations.

The Quality Assurance Officer works closely with the client, and leadership team to lessen the impact and likelihood of any potential event or happening that would prevent the business from achieving its strategic and commercial objectives

The role supports the Manager of Voice of customer & Quality.

**Key Accountabilities and Main Responsibilities**

The Quality Assurance Officer ensures the strategies and objectives of the Quality program are fulfilled by:

- Conducting Quality Assurance reviews using specified random sampling techniques on core processes and compile reported findings for management.
- Assist in the preparation of Quality Allocations, trackers, rosters, etc.
- Maintain up to date knowledge of Link’s Products, systems and processes - participate in relevant in house training & development programs (when required).
- Assist immediate Manager in the development and maintenance of a centralised procedures manual housed within internal intranet facility.
- Carry out the priorities set by immediate Manager in a timely manner.
- Identify and assess the risks that could prevent Link from achieving its strategic targets.
- Assist immediate Manager with situational analysis and provide recommendations to improve service performance.
- Provide assist and SME in the training of new recruits.
- Conduct/participate in Quality Calibration sessions, and performance culture workshop sessions with team members and/or Team Managers
- Developing and maintaining close working relationships with other Quality Consultants to ensure sharing of ‘best practice’.
- Creating, supporting, enhancing, maintenance and promotion of the standard methodologies used by the team.
- Creating innovate tools that contribute to the quality process.
- Acting as a Quality SME for the teams and contributing to any process improvement opportunity or challenge, taking ownership of issues.
- Working collaboratively with the core Quality team, Training team, Continuous Improvement team, and other business units.

Business Relationships
- Act as a Quality/SME/role model and influence across the business generally and build trusting partnerships and relationships to help overcome resistance to change
- Act as a point of contact for all teams, pro-actively identifying barriers, risks and issues, and recommending solutions and strategies to achieve team goals whilst satisfying internal and external clients and stakeholders
- Work collaboratively and effectively with appropriate teams on projects or process changes.
- Participate and contribute to all Quality related meetings and workshops.
- Proactively work with stakeholders on solutions for any reporting improvements and needs on an adhoc basis.

**Experience & Personal Attributes**
- Well-developed organisational and planning skills with the ability to deal with demanding workloads.
- Exposure to continuous improvement methods and activities.
- Experience in working with a range of stakeholders and an ability to recognise and self-manage priorities and deliverables with mínimal oversight
- Aptitude for analytical thinking and logical approach to issues
- Advanced Microsoft product skills: Word, Excel. PowerPoint.
- Strong negotiation, facilitation, leadership and communication skills.
- Experience in superannuation or financial services industry would be highly regarded.
- Effective communicator, verbal & written, including ability to provide support and communicate critical information.
- Ability to work autonomously and demonstrate high levels of self-motivation and initiative.
- Creative thinker with problem solving skills.
- Formal tertiary qualification in a business or business related discipline and a minimum of 5 years’ experience (preferred).
- Knowledge and experience with Link operating processes, policies and systems particularly in a senior administrator or team leader role (preferred).
- Superannuation experience is essential.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handl