Quality Analyst Customer Resolutions

**Your new role with Bendigo Bank is just a few clicks away.**

As **Quality Assurance Analyst**, you will be reporting to the Manager, Resolution Insights and Continuous Improvement. In this newly created role, you will conduct reviews of customer compliant files against the QA framework and industry standard, RG271.

Working closely with leaders and case managers you will provide coaching, feedback and solutions to the team based on trends, observations and feedback identified. This will have the ability to impact meaningful change across the enterprise for better customer outcomes.

The Customer Resolutions function is a newly created function within Bendigo Bank. This is a rare opportunity to join a team at inception and support the building of a service model that has reach across the enterprise and the opportunity to directly influence the customer experience.

**Your key responsibilities will include**:

- Complete quality assurance (QA) reviews in line with QA guidelines across complaints to ensure consistent and fair outcomes to customers.
- Provide feedback to senior leaders based on trends and themes from QA findings.
- Provide feedback on customer experiences within the complaint process.
- Provide staff coaching, advice, guidance and support to assist in determining appropriate resolutions for customers
- Recommend improvements which enhance the customer experience and comply with compliance obligations.
- Proactively develop effective relationships with leaders and staff to understand their people requirements and implement solutions to address their needs.
- Collaborating with peer network to share ideas and initiatives to improve the Bank’s performance.

**As our QA Analyst, you will bring the following skills**:

- Knowledge of RG271, consumer protection laws relating to financial products and services.
- The ability to coach and train staff to improve quality performance.
- The ability to display empathy, respect and courtesy for customers and colleague alike.
- Ability to identify and escalate emerging issues, trends or potential risks.
- Experience in building and maintaining effective relationships with stakeholders.
- Strong customer facing experience within financial industry.

We offer flexible work options that put our people first, and a hybrid model of two days in a local Head Office per week.

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s most trusted retail bank, our purpose is - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance, and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

**Still in two minds?**

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