Quality Analyst

We are seeking a talented individual to join our MOAPL team at Mercer. This role can be based in our Adelaide, Sydney or Melbourne office. This is a hybrid role that has a requirement of working at least three days in the office.
As a Quality Analyst, you will be essential in maintaining high standards of quality within the Admin/Claims Services Teams daily. Your main responsibilities include assessing call quality, calibrating evaluations, and collaborating with the Admin Leadership, Governance, and Risk & Compliance teams. You will help reduce risks and identify improvement opportunities through coaching, process reviews, and training initiatives.
We will count on you to:
Conduct quality evaluations for Admin/Claims staff, ensuring timely completion of call monitoring and assessmentsDeliver onboarding sessions to new team members and participate in calibration evaluations to ensure assessment consistencyAnalyse evaluation results to identify coaching and training needs, providing insights and recommendations to leadershipAssist in managing incident registers and ensure activities comply with Mercer policies, legal standards, and ethical practicesSupport updates to the quality management system and prepare internal quality reports to identify trends and improvement opportunities
What you need to have:
RG146 accreditation and experience in the Superannuation and Financial Services industryProficiency in Windows XP and Internet applications, with strong communication, analytical, and technical skillsDemonstrated ability to work to deadlines, attention to detail, and a commitment to exceptional customer serviceResilience, relationship-building skills, and problem-solving abilityAbility to demonstrate Mercer values and maintain high standards of compliance and ethics
What makes you stand out:
Customer Service or Contact Centre experiencePrevious experience in a Quality Analyst role within financial services
Why join our team:
We help you be your best through professional development opportunities, interesting work, and supportive leaders.We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment.
Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.
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