Quality Assurance Manager

16 hours ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 98378
**Department**: AR Customer Resolution Complaint Transformation
**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
The QC Compliance Manager role is responsible for completion of the Customer Resolution Quality Assurance program, the process documentation for both the Customer Resolution Quality & Assurance program (including the training program) and performing quality assurance checks on the quality control program. Additionally, they will provide learning & process support to our Bengaluru location.
**Role Location**: Within Australia
**Role Type**: Permanent *multiple roles available
**Work Schedule**: Full Time
What will your day look like?
**This role is accountable for**:
Completion of the Customer Resolution Quality Assurance program
Process documentation for both the Customer Resolution Quality & Assurance program (including the training program)
Performing quality assurance checks on the quality control program
Provide learning & process support to our Bengaluru location.
Determines testing schedules for both Melbourne and Bengaluru quality testing program (in conjunction with QCC Team Manager)
Identifying root cause on process fails and then being part of developing solutions that resolve process weakness and/or improve the skills of those completing the tests (in conjunction with QCC Team Manager)
Perform investigations into potential compliance breaches
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven analytical, influencing and problem solving skills combined with the ability to identify risks and impacts as well as execute solutions and corrective action
Experience in Compliance, Quality Assurance and / or high volume workflow environment
Highly motivated and results driven
Well-developed interpersonal and performance management skills with the ability to communicate effectively with staff, key stakeholders and at all levels of employees and management
Experience in complaints or in a collections team is preferred.
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
20/06/2025, 11.59pm, (Melbourne Australia)

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