Quality Monitoring Consultant

**About the Role**
An exciting permanent opportunity has come up within our Group Credit Management area You will be supporting the monitoring and supervision activities within our commercial credit team.

Some of your key responsibilities will include:

- Undertaking Monitoring and Supervision and Quality Assurance activities across Group Credit Management including Third Party Vendors.
- Deliver on the outcomes of the Monitoring and Supervision and Quality Assurance to support better experience for our customers and ensure compliance to policies and procedures.
- Support the Leadership team to modify business processes to enhance service delivery from gaps identified by Quality Assurance and Monitoring and Supervision activities.
- Assist Quality & Governance Co-Ordinator to achieve and deliver department and business goals.
- Accountable for driving an uplift in call quality scores across GCM, reducing compliance risk and improving arrears performance.
- Work with key systems to ensure best in class quality assessment tools are embedded across the Group Credit Management team.
- Produce reports on overall GCM performance against the quality framework

**About you**
Our ideal peoson in someone with prior knowledge of the banking and finance industy. Given that we work in credit management, understanding of relevant legislation including, but not limited to: Debt Collection Guidlines; The Privacy Act etc would be highly regarded.

We rely on our technology and software to so proficience with MS Office, particularly intermediate to advanced Excel will be neccerssary.

At the heart of it all, we are a customer focused group and this area of our business requires extra level of customer care, understading and management. We need customer centric people to be successful in the role

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, EPIC (LGBTIQA+), Multicultural, Gender and Early Career.

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference: BOQ01329