Quality Analyst

**The opportunity**
This role is in the 1st Line Risk team, and is responsible for ensuring that banking processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing any issues or discrepancies through quality checking to ensure compliance, accuracy, and efficiency. The role contributes to enhancing customer satisfaction, minimizing errors, and promoting a culture of continuous improvement within the Bank.

**How you will make an impact**
- Perform quality checks on various Bank tribes:

- to ensure accuracy, compliance and adherence to policies and procedures
- that deficiencies identified are remediated and closed out in a timely manner.
- all evidence provided is cleared daily.
- conduct root cause analysis and provide insights.
- Support our bank staff, specifically new starters and those identified as not meeting quality standards by providing training and coaching on quality standards.
- Analyse and evaluate customer interactions such as phone calls and online chats to assess the quality of service provided and areas of opportunity.
- Collaborate with cross-functional teams including risk, operations, contact centre to identify areas of improvement, including assisting team leader in closing out QA related incidents.
- Participate in Team calibration to ensure quality of Quality team is not compromised.
- Represent QA team as required for ongoing projects.
- Develop effective working relationships with all key relationships across AMP bank and AMPA

**What you will bring to the role**
- Previous experience in quality assurance within the banking industry or experience in KYC/FC is essential.
- Knowledge of banking operations, products and regulatory requirements.
- Excellent analytical skills with the ability to identify patterns, trends, and areas for improvement.
- High attention to detail and strong problem-solving abilities.
- Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.
- Ability to work independently and in a team environment, managing multiple tasks and priorities effectively.

**Is this your dream job?**

**Working for AMP**
We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**
We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAMP Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**
The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

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