Capability & Quality Specialist

**Req ID**: 78138
**Department**: AR Customer Resolution Complaints Resolution
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
As a Capability & Quality Specialist, you’ll be a key contributor and partner to the Complaints team. As an advocate for quality and fair treatment of customers and meeting regulatory obligations, the Capability & Quality Specialist:
Drives efficient and effective complaint management and fair and consistent complaint outcomes
Continuously improves complaint processes, knowledge resources and training content
Provides coaching and feedback to staff to continuously uplift customers’ complaint experience
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Permanent and Secondment opportunities available, Full-time
**Role Location**: Melbourne
What will your day look like?
As a Capability & Quality Specialist, you will be accountable for:
Complaint case assessment, documentation, and reporting using the Quality and Fairness Framework
Feedback with action plans to Case Managers based on case assessment insights and results
Coaching staff to uplift and maintain capability in order to provide fair, consistent and timely customer resolutions
Continuously improving complaint processes, knowledge resources and training content and tools based on case assessment insights and results
Support Case Managers to ensure the Quality and Fairness Framework and regulatory obligations are understood
Providing Business Continuity support to the Complaint Handling teams in times of peak volumes should the appropriate unallocated case threshold be met, this lever would be invoked
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
A customer centric decision maker with depth of knowledge and understanding of consumer and regulatory expectations
Demonstrated complaint management experience in banking and finance
Deep understanding of RG 271, dispute resolution principles as well as knowledge of AFCA processes and requirements
Experience in coaching and mentoring
Strong communication skills
Demonstrated presentation skills, stakeholder management and influencing skills
A data-driven and analytical mindset
Experience with Continuous Improvement approaches including root cause analysis, solution design and implementation
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
17/10/2024, 11.59pm, (Melbourne Australia)