Quality Analyst

Quality Analyst (Dispute Resolution)

**Quality Analyst**

**12 Month Fixed Term Contract - Location (Sydney, Melbourne or Brisbane)**

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

**Help people create their tomorrow, while you create yours**

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**Purpose of the role**:
The purpose of this role is to complete quality assurance activities on Customer Complaints to check compliance with regulation and ensure consistent and appropriate outcomes are being provided to customers.

The role will also provide coaching outcomes to individual complaints managers on the outcome of Quality Assurance checks on resolved files or the outcome of written communication Vetting to allow continuous improvement of operational capability across both Internal Dispute Resolution for Super and Retirement and Platforms business divisions

The role includes providing coaching to complaints managers based on Quality Assurance checks and written communication vetting, to enhance operational capability across both Internal Dispute Resolution for Superannuation and Retirement and Platforms business divisions

**How will you make an impact**
- Review and quality check complaints to ensure correct procedures, regulatory compliance, and fair customer outcomes. This includes reviewing written communication to customers, aligning with the AMP Complaints letter framework, customer experience, and compliance with Internal Dispute Regulatory Guide (RG271)
- Provide timely, consistent, and constructive feedback to complaint specialists to ensure compliant, fair, and appropriate client communications.
- Improve complaint management and business processes by identifying opportunities for enhancement across AMP
- Minimise risk by identifying and escalating systemic issues and process risks from complaints.
- Educate and coach on regulatory requirements and good customer experience in complaints management

**What you will bring to the role**
- Ideally at least 4 years in Financial Services
- At least 2 years in Complaint Resolution (Banking, Superannuation, Platforms)
- Ideally 4 years of experience in the Financial Services Industry, with 2 years in Complaint Resolution within Banking, Superannuation, Platforms
- Skilled in coaching and feedback for teams and leaders including training
- Quality Assurance and Quality Checking experience (written processes, phone contact)
- Tertiary qualifications or related business experience
- Excellent knowledge of regulatory environment for complaints management

**You'll thrive here if...**

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

**Why we think you'll love working at AMP**

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

**We believe in the power of inclusion and diversity.**

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also le