Quality Analyst

4 weeks ago

Melbourne, Australia AMP - General Full time

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

We are looking for a candidate with excellent compliance and legislative knowledge, especially in vetting client communications. Excellent written and verbal communication skills, attention to detail and the ability to maintain accuracy in various situations is essential. Analytical and problem-solving skills are also crucial.

Additionally, the candidate should excel in stakeholder engagement, conflict resolution, and decision-making. The ability to coach complaints managers to meet regulatory requirements and enhance customer experience is highly valued.

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 leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website here

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.

  • Quality Assurance Analyst

    5 months ago

    Melbourne, Australia AML Ops Full time

    Quality Assurance Analyst AML Ops offers flexible, AML/CTF specialised resources via a co-sourced model. Our team members undertake agreed AML/CTF operational activities on behalf of our clients. Reporting to the AML Ops Quality Assurance Manager, you will be responsible for delivery of quality assurance over the AML Ops analyst team and client's...

  • Quality Assurance Analyst

    5 months ago

    Melbourne, Australia AML Ops Full time

    AML Ops offers flexible, AML/CTF specialised resources via a co-sourced model. Our team members undertake agreed AML/CTF operational activities on behalf of our clients. Reporting to the AML Ops Quality Assurance Manager, you will be responsible for delivery of quality assurance over the AML Ops analyst team and client's operations, ensuring the output is...

  • Quality Analyst

    1 month ago

    Melbourne, Australia Axsys Full time

    We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in...

  • Quality Analyst

    1 month ago

    Melbourne, Australia MYOB Full time

    We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in...

  • Quality Analyst

    5 months ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Region**: VIC- Melbourne CBD - Opportunities for career progression throughout the business - Great engaging work environment where customer advocacy is highly valued - We are focused on your learning & development **A career that gives you more** It’s more than a career at NAB. It’s about more opportunity, more...

  • Financial Crime Quality Assurance Analyst

    6 months ago

    Melbourne, Australia AML Ops Full time

    Financial Crime Quality Assurance Analyst AML Ops offers flexible, AML/CTF specialised resources via a co-sourced model. Our team members undertake agreed AML/CTF operational activities on behalf of our clients. Reporting to the AML Ops Quality Assurance Manager, you will be responsible for delivery of quality assurance over the AML Ops analyst team and...

  • Analyst Quality

    5 months ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Region**: VIC- Melbourne CBD - Opportunities for career progression throughout the business - Great engaging work environment where customer advocacy is highly valued - We are focused on your learning & development **A career that gives you more** It’s more than a career at NAB. It’s about more opportunity, more...

  • Quality Assurance Analyst

    5 months ago

    Melbourne, Australia Verra Mobility Full time

    **Verra Mobility is a global leader in smart mobility. We develop technology-driven solutions to make transportation safer and more convenient worldwide. We work with police departments and municipalities across North America, the Asia Pacific and Europe to install safety cameras, including red-light, speed, and school bus stop arm cameras. We manage tolling...

  • Quality Assurance Analyst

    2 months ago

    Melbourne, Australia Verra Mobility Full time

    **Verra Mobility is a global leader in smart mobility. We develop technology-driven solutions to make transportation safer and more convenient worldwide. We work with police departments and municipalities across North America, the Asia Pacific and Europe to install safety cameras, including red-light, speed, and school bus stop arm cameras. We manage tolling...

  • Principal Quality Analyst

    6 months ago

    Melbourne, Australia MYOB Full time

    We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in...

  • Quality Assurance Analyst

    6 months ago

    Melbourne, Australia LittlePay Full time

    Quality Assurance Analyst We're Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and more recently, Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over 100 million transactions in 13 countries and...

  • Senior Quality Analyst

    1 week ago

    Melbourne, Australia MYOB Full time

    We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand! As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in...

  • Quality Control Analyst

    6 months ago

    North Melbourne, Australia Healthcare Professionals Group Full time

    **Benefits** - Be part of a supportive and stable working environment - Working within a global team - Monday to Friday work generally **About the company** Work within a large global Biotechnology company that boasts a good company culture that is always expanding. **About the opportunity** The Quality Control Analyst will be assisting in the testing for...

  • Quality Analyst for a Telecom Account

    3 months ago

    Melbourne, Australia Go-Get Data Consultancy Full time

    Job Title = QA Location - Melbourne Salary - As per industry norms QUALIFICATION & EXPERIENCE - Education: Minimum Qualification - Bachelor’s degree, preferably management/business - studies/communication - Experience in Monitoring in a Quality team for at least 1 year preferably for customer facing process. - Exposure of at least 2 years to service...

  • Data Quality Analyst

    5 months ago

    Melbourne City Centre, Australia HAYS Full time

    Excellent opportunity to work with #top public sector client for a long-term contract. **Your new company**: Victorian statutory corporation is looking for a Data Quality Analyst to be part of their Data Management Program team for a 6-month contract. **Your new role**: - Define the data quality standards for the essential data elements. - Assess the...

  • Quality Assurance Analyst

    5 months ago

    Melbourne, Australia Dynamo Recruitment Full time

    9-12 + month Contract or Perm - Remote from anywhere in Australia Melb, Bris, Syd - Must be Australian Citizens Our client, A L **eading Microsoft Software Development House**, is seeking an **experienced QA Test Analyst** to join their growing team. This can be a **perm** or **contract 9-12months role Remote anywhere in Australia** **TECHNICAL SKILLS...

  • Quality Control Analyst

    5 months ago

    North Melbourne, Australia Healthcare Professionals Group Full time

    **Benefits** - Be part of a supportive and stable working environment - Working within a global team - Ability to work shift work including weekends **About the company** Work within a large global Biotechnology company that boasts a good company culture that is always expanding. **About the opportunity** The Quality Control Analyst will be assisting in...

  • Quality Assurance Analyst

    6 months ago

    Melbourne, Australia LittlePay Full time

    We're Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and more recently, Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over 100 million transactions in 13 countries and continuing to expand globally,...

  • Analyst, Quality Control

    5 months ago

    Melbourne, Australia Moderna Full time

    **The Role**: Reporting to the Associate Director of Quality Control, the Microbiology & Bioassay Quality Control Analyst, will perform Quality Control testing using Bioassay and Microbiology various testing techniques in a GMP testing environment for mRNA products produced at Moderna’s manufacturing facility and affiliated contract...

  • Quality Control Analyst

    3 weeks ago

    North Melbourne, Victoria, Australia Evolve Scientific Full time

    About the RoleOur client is a well-established pharmaceutical company based near Melbourne CBD seeking an experienced Quality Control Analyst to join their biochemistry department. This is a 12-month contract role with potential to extend and an immediate start is available.Key ResponsibilitiesPerform potency testing of in-process and finished...