Head of Quality Assurance

1 week ago

Sydney, New South Wales, Australia Ubank Full time $180,000 - $250,000 per year

At Ubank, we empower the digital generation to achieve financial success. Think of us as your daily money companion, offering a unified view of your finances with smart features and real-time insights. Save more, track spending, and achieve home ownership faster with Ubank.

About The Role
The role is responsible for establishing and leading quality assurance framework for customer complaints management function. The role ensures a consistent high quality customer experience across all channels, derives insights from customer feedback and champions fair customer outcomes in line with regulatory standards.

Key Responsibilities

  • Lead and develop high performing QA and Complaints teams
  • Design, implement and lead the QA framework for customer interactions across all channels – Chat, voice, digital, back office.
  • Develop QA standards, scoring models and calibration processes in partnership with key stakeholders.
  • Monitor and report on quality trends, customer experience outcomes and process adherence.
  • Lead continuous improvement initiatives based on quality insights, customer feedback, and root cause analysis.
  • Partner with Operations, Risk, Compliance and product teams to embed quality first culture.
  • Oversee end to end complaints management process, ensuring timely, fair, and regulatory obligations and deliver customer first outcomes.
  • Monitors complain trends, conduct root cause analysis, and provide actionable insights to reduced complaint drivers.
  • Act as an escalation point for complex or high-risk complaints. Represent the bank in engagement with regulators – AFCA, ASIC, BCORP

Your Experience:

  • Proven leadership experience in quality assurance and complaints management, ideally within Financial Services or regulated industries.
  • Strong understanding of financial services regulatory obligations ( eg. AFCA, ASIC guidelines, Banking Code of Practice)
  • Experience designing and implementing QA frameworks and complaint management processes.
  • Excellent stakeholder management, communication and influencing skills.

Why Ubank?

  • Innovation with impact: From meaningful work to amazing benefits, we equip you with the tools and support to drive real change - so your ideas don't just stay ideas, they become impact.
  • Collaborative, supportive & fun: We believe innovation is a team sport. It comes from a special kind of culture that's highly collaborative and gives people the support they need to thrive.
  • Build something great: Ubank is where ambition meets opportunity. We don't just talk about change - we give you the tools, trust, and support to make it happen.
  • Freedom to be yourself: We celebrate individuality and give you the flexibility to work in ways that suit your style. Our hybrid working model lets you balance connection and autonomy.
  • Accelerate your Career: With clear paths for career development, your potential won't just be recognised, it'll be accelerated.

We acknowledge the Gadigal of the Eora nation as the Traditional Custodians of our local area.

This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency.

We welcome applicants of all backgrounds, and our Talent team is excited to connect with you.

Apply now with your CV and explore this exciting opportunity

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