Quality Lead

2 weeks ago

Bedford Park, Australia Westpac Group Full time

The Quality Lead will help deliver outstanding service quality to enable transformation of performance and maximization of customer satisfaction in the moments that matter

The role will help close training needs and support the business in delivering meaningful outcomes for our customers. The quality lead is accountable for supporting the Customer Solutions team in driving Service Excellence outcomes by effective quality management and support

The Quality Lead focusses on Supporting their line of business through calibration sessions, reporting, coaching sessions and is an advocate for our customers in bridging the trust gap.

Key Responsibilities Include:

- Lead a team that is motivated, driven, and passionate about delivering a superior service experience, meeting customer needs, and balancing commercial outcomes
- Lead performance management and employee development throughout your business to ensure all members of your team have the skills required and are empowered to serve our customers and fulfil their expressed and unexpressed needs
- Drive customer sentiment through assessment and coaching of quality customer needs conversations, ensuring the expressed and unexpressed customer needs are achieved
- Deliver timely and high-quality deep dives for the business across multiple channels that enables an uplift across customer experience, commercial outcomes and/or people capability
- Development and delivery of training material for Team Leaders that drives improvement in net bad debt, customer experience and people capabilities

**What’s in it for me?**

You’ll play an important and significant part in the future of a business that has been around for 200 years and be instrumental in achieving our purpose of helping Australians and New Zealanders succeed. So, we’ll back you in the development of your career, with internal career prospects and flexible working. You’ll also be backed by a fantastic team of people in a can-do, supportive structure.

**What do I need?**

Call reviews will be a component; however, the role entails a far broader approach across a coaching and advisory spectrum as well as being highly regarded for your deep knowledge of processes, procedures, and regulatory obligations to drive an uplift for our Customer Solutions team and for the front line.

In addition, you will need:

- Quality Assurance experience preferred
- Knowledge of relevant legislative and regulatory requirements applicable for Financial Service Industry
- Solid coaching capability in lifting performance across both customer and commercial results
- High attention to detail and the ability to prioritise competing deadlines in a fast-paced environment
- Analytical and reporting skills to identify trends
- Demonstrated ability to serve as a knowledgeable resource in an operations function

**What’s it like to work there?**

As well as good pay and a great culture, joining the Westpac family means you’ll get some of the best banking, wealth and insurance benefits in the market. We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We’ll even pay you to do volunteer or community work. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion

**How do I Apply?

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