Quality Assurance Specialist

**Overview**

The purpose of the Quality Assurance Specialist role is to ensure that the strategy and objectives of the Quality program and framework are met at an operational level, supporting the operational resilience through improved quality performance. The role will perform quality assurance activities across a wide variety of processes including review of files, with the aim to identify patterns in errors, adherence to policy and procedure and individual Fund business rules.

The Quality Assurance Specialist 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 quality performance challenges. The Quality Assurance Specialist will partner with business units to monitor and track the impacts of corrective and quality process improvement initiatives.

The Quality Assurance Specialist role works closely with key stakeholders to expedite the implementation and maintenance of the Quality Framework, identifying and addressing nonadherence with key stakeholders. The role also works with the business to facilitating the Quality Accreditation Program.
- **Hybrid working conditions
- 50% in the office per fortnight**:

- **Melbourne location only
**Key Accountabilities and main responsibilities**

Strategic Focus
- Analyse business unit quality performance results, working with them to address quality issues and non-adherence to the MUFG Quality Policy Management Framework.
- Drive business accountability for their quality performance through analysis, engagement and visibility of results, insights, and performance outliers.
- Acting as a Quality SME for the teams and contributing to any process improvement opportunity or challenge, taking ownership of issues.
- Preparing submissions using standard templates for recommended policy, product, procedure, or process improvement and seek input from relevant stakeholders.
- Creating, supporting, enhancing, maintenance and promotion of the standard methodologies used by the team.
- Analysing reported findings and identifying systemic procedure, policy, product, and process problems, and in conjunction with the wider team, identifying potential improvements and/or remedial actions or training for staff.
- Conducting independent 3rd level Quality Assurance reviews using specified random sampling techniques on core processes and compiles reported findings for management.
- Updating and maintaining all quality audit forms/reports, scorecards, and guidelines, including embedment into respective departments.
- Updating and maintaining the Quality Management System when required and ensuring correct adherence to system usage by respective departments.

Operational Management
- Developing and maintaining close working relationships across the wider Operation to ensure sharing of ‘best practice’.
- Using innovative tools that contribute to uplifting the quality process.
- Participate and contribute to all Quality Assurance related meetings and workshops.
- Proactively work with stakeholders on solutions for any reporting improvements and needs on an ad-hoc basis.
- Performing a leadership role to raise and promote the Quality Management Policy & framework policies and procedures, strategy, and objectives and to mentor and coach operational staff.
- 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.

Governance & Risk
- Act as a point of contact to the business administration 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.
- Working collaboratively with the core Risk, Compliance, Controls & Assurance, Training team, Continuous Improvement team, and other business units.
- Work collaboratively with and effectively with Risk, Compliance, Controls & Assurance team to implement any projects or process changes.Ensuring continued maintenance of compliance with relevant legislation where applicable and keeping abreast of relevant legislation and the impact for MUFG and Clients.**Experience & Personal Attributes**
- Well-developed organisational and planning skills with the ability to deal with demanding workloads and a variety of tasks.
- 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
- Intermediate Microsoft product skills: Word, Excel, Visio, and PowerPoint, and MS Project desirable
- Proven experience in consistently delivering to internal and external customer needs within agreed service levels.
- Strong negotiation, facilitation, leadership, and com