Quality Analyst

5 days ago

Adelaide, Australia Mercer Full time

We are seeking a talented individual to join our **MOAPL**team at **Mercer.**This role can be based in our **Adelaide, Sydney or Melbourne**office. This is a hybrid role that has a requirement of working at least three days in the office.

As a **Quality Analyst**, you will be essential in maintaining high standards of quality within the Admin/Claims Services Teams daily. Your main responsibilities include assessing call quality, calibrating evaluations, and collaborating with the Admin Leadership, Governance, and Risk & Compliance teams. You will help reduce risks and identify improvement opportunities through coaching, process reviews, and training initiatives.

**We will count on you to**:

- Conduct quality evaluations for Admin/Claims staff, ensuring timely completion of call monitoring and assessments
- Deliver onboarding sessions to new team members and participate in calibration evaluations to ensure assessment consistency
- Analyse evaluation results to identify coaching and training needs, providing insights and recommendations to leadership
- Assist in managing incident registers and ensure activities comply with Mercer policies, legal standards, and ethical practices
- Support updates to the quality management system and prepare internal quality reports to identify trends and improvement opportunities

**What you need to have**:

- RG146 accreditation and experience in the Superannuation and Financial Services industry
- Demonstrated ability to work to deadlines, attention to detail, and a commitment to exceptional customer service
- Resilience, relationship-building skills, and problem-solving ability
- Ability to demonstrate Mercer values and maintain high standards of compliance and ethics

**What makes you stand out**:

- Customer Service or Contact Centre experience
- Previous experience in a Quality Analyst role within financial services

**Why join our team**:

- We help you be your best through professional development opportunities, interesting work, and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
- **

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

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