Quality Assurance

7 days ago

Homebush, Victoria, Australia Teachers Mutual Bank Full time $90,000 - $120,000 per year
About the Job
Join our dynamic Customer Ca
re team as a Quality Assurance & Policy Specialist, where you'll play a pivotal role in shaping exceptional customer outcomes through robust quality frameworks and policy excellence. This exciting new position offers the opportunity to build and lead quality assurance functions from the ground up, ensuring compliance with ASIC RG 271 while driving continuous improvement across our complaint handling processes.

You'll be at the forefront of regulatory compliance, working with cutting-edge analytics to transform complaints data into actionable insights that enhance customer experiences. This role combines strategic thinking with hands-on implementation, making it perfect for someone passionate about customer advocacy and operational excellence.

Responsibilities
  • Review and analyze complaints data to ensure accurate reporting and full compliance with ASIC RG 271
  • Develop and implement comprehensive quality assurance frameworks and methodologies to enhance complaint handling
  • Conduct regular audits of complaints data, ensuring accuracy, consistency, and regulatory alignment
  • Lead calibration sessions to maintain consistent quality standards across the team
  • Monitor customer interactions and operational processes to ensure policy compliance
  • Create, review, and update policies and procedures in response to regulatory changes and business needs
  • Provide expert policy guidance and interpretation to stakeholders across the organization
  • Collaborate with Risk, Compliance, and Legal teams to manage policy-related issues and ensure adherence to industry regulations
  • Support the bank's strategic risk framework uplift, aligning with APRA, ASIC, and AUSTRAC expectations
  • Prepare and deliver comprehensive reports to management, highlighting trends, insights, and improvement recommendations
  • Use advanced analytics to drive data-driven decision making and continuous improvement initiatives
  • Conduct root cause analysis to identify process deficiencies and recommend solutions
  • Support internal and external audits with documentation and strategic insights
About You

You're a passionate advocate for customer excellence with a strategic mindset and a commitment to continuous improvement. You thrive in environments where attention to detail meets big-picture thinking, and you're energized by the opportunity to build something meaningful from the ground up.

You bring a positive attitude and enthusiasm for driving change, combined with the analytical skills to transform complex data into clear, actionable insights. Your collaborative approach and strong communication skills enable you to influence stakeholders at all levels while maintaining a customer-first perspective.

Skills and Experience
  • Bachelor's degree in a related field or equivalent experience
  • Minimum 5 years' experience in complaints management with strong knowledge of ASIC regulation and AFCA processes
  • Proven experience in quality assurance, policy development, compliance, or risk management
  • Demonstrated success in building quality assurance functions and frameworks
  • Strong understanding of ASIC RG 271 and relevant compliance standards
  • Experience with analytics and data-driven decision making
  • FSR Tier 2 Accreditation (or willingness to complete)
  • Background in financial services or regulatory environments
What's in it for You
  • Opportunity to build and lead a quality assurance function from inception
  • Work directly with senior leadership as part of the Customer Care team
  • Gain exposure to cutting-edge regulatory frameworks and industry best practices
  • Develop expertise in APRA, ASIC, and AUSTRAC compliance requirements
  • Drive real change in customer outcomes and satisfaction
  • Shape policy and process improvements that directly benefit customers
  • Play a key role in the organization's strategic risk framework enhancement
  • Contribute to a culture of continuous improvement and customer advocacy
  • Join a supportive team that values passion, advocacy, and sustainability
  • Work with diverse stakeholders across Risk, Compliance, Legal, and Customer Care teams
  • Access to professional development and training opportunities
  • Be part of an organization committed to exceptional customer experiences
About us:

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recogniszed socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.

We are proud to serve some of Australia's essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.

We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit. We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at or find us on LinkedIn

How to apply:

Please click the APPLY button and follow the prompts.

For a confidential conversation, please contact [email protected].

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.

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