Nsc Quality Coach

7 days ago

Melbourne, Australia AMP Limited Full time

**The opportunity**

The Quality Coach is responsible for training and ongoing coaching support to complaints resolution specialists, to effectively resolve complaints received within regulatory timeframes.

**How you will make an impact**
- Review complaint responses and provide feedback and coaching in a timely manner to enhance service the competency of complaints handlers
- Understand the quality framework, including the lite vetting and full vetting expectations and identify knowledge or training gaps within the team
- Support the Complaints Lead and Manager in improving the knowledge, quality, and performance of the Team in order to uplift and exceed customer and adviser expectations
- Provide support to Complaints specialists in resolving complex complaints as required, engaging with wider North stakeholders
- Support induction and ongoing training of Complaints specialists
- Build rapport and establish/maintain professional relationships with Stakeholders
- Support management of Complaints queue when work volumes exceed the capacity of the Team to action work, within the target response time and as required.

**What you will bring to the role**
- Strong analytical, reporting, and problem-solving skills along with a proactive approach to achieve outcomes and drive continuous improvement.
- Ability to communicate effectively with Complaints specialists, stakeholders, and leaders
- Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines & desired outcomes
- Ability to work in a fast paced and changing environment with mínimal supervision
- Completed year 12 and preference for additional tertiary/industry qualifications i.e., finance or commerce diploma/degree.

**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.

**Message to recruitment agencies

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