Quality and Insights Analyst, Complaints

Whether you're working from home or on your way to the office, chances are you're probably reading this because you're seeking a new adventure, or you're up for a new challenge. GROW Inc might just be that for you

So, who is GROW Inc?

Founded in 2016, we're the Australian FinTech success story solving major problems in the Superannuation and Managed Funds industries. The administration platforms (the software that tracks everything to do with your super and investments) that you see today are built on things you or your parents would recognise from the glory days of 90's computing - we're revamping the way this is done through modern, powerful technology to create a better experience for you and every other Australian.

How are we doing it?

We're solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology. We're making super and investments more timely and making the information more accessible whilst enabling wealth management companies to offer more cost effective solutions: all with the goal of improving the financial wellbeing of all Australians.

Now with over 1 million Australians using our technology every day, we're ramping up as we build new products and enter new industries, and we're looking for talented, driven people (just like yourself) to join us.

We're rebels with a cause. We're authentic, diverse, and we embrace our differences as we continue to put a dent in the universe. We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day.

As a Quality and Insights Analyst in the Complaints team, you will play a crucial role in ensuring the highest standards of quality and driving continuous improvement across our service delivery. Your role will involve detailed analysis of quality data, trend identification, and the development of actionable insights to enhance service delivery, reduce risks, and improve client satisfaction. In addition to these responsibilities, you will be responsible for producing both client and internal reports, as well as completing quality reviews to ensure compliance with standards and identify areas for improvement.

What are we looking for?

• 3 or more years of experience in quality, analysis, or insights within the financial services industry (essential)
• Experience in complaints management (essential)
• Experience in superannuation (highly desirable)
• Power BI experience (highly desirable)
• Strong analytical skills, with a demonstrated ability to analyse complex data, identify trends, and provide actionable insights
• Experience in client reporting and internal reporting, with a strong attention to detail and accuracy
• Proficiency in conducting quality reviews to ensure compliance with standards and identify areas for improvement
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and effectively to various stakeholders
• A strong customer focus, with the ability to align service delivery with client needs and expectations
• Strong commercial acumen, understanding how quality and insights contribute to business success
• Resilience and tenacity, thriving in a fast-paced environment and handling multiple priorities with ease
• A proactive approach to problem-solving and continuous improvement, with the ability to take ownership of your work and drive initiatives to enhance service quality

Why you'll love working at GROW

• ME Days - Take an additional 3 days of leave off per year for wellness
• Birthday Leave - Take an extra day off per year on your birthday
• Employee Share Option Program - our success is your success
• Parental Leave – we provide 10 weeks and support growing families by covering Superannuation contributions for the Primary Caregiver (regardless of gender)
• Community give back days - organised by us
• Learning & Development Budget - up to $500 per year to use on your own development
• Hybrid Work Arrangement - We have a true hybrid arrangement
• Exciting Discounts - Think movie tickets, gift cards & even electronics

Looking for a job can be stressful and we don't want you agonising over the wording of your cover letter, so don't include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are. Even if you don't meet every single requirement, but you feel inspired to join our mission, we encourage you to send in your application. You never know, you could be the perfect person to join our team

We are a Circle Back Initiative Employer – we commit to respond to every applicant