About Us:

We are embarking on an exciting period of growth, redefining the customer journey in one of Australia's largest industries. As part of our expansion, we are seeking a dedicated Quality Assurance Officer to join our compliance team. This role offers an opportunity to contribute significantly to our compliance operations and support our strategic objectives.

What you will be doing:

As a Quality Assurance Officer, you will support our compliance team by ensuring adherence to company policy, conducting analysis’, monitoring and improving performance and outlining areas for development within the business.

Roles and Responsibilities:

• Maintain accurate records, including account status, file notes, customer details, performance, breaches and disciplinary action.

• Provide coaching and feedback to staff to resolve disputes, provide tailored outcomes and offer advice of strategies.

• Analyse anomalies and identify opportunities for growth and improvement

• Ensure and maintain knowledge of compliance practices and policies.

• Assist with training and development

• Manage, monitor, motivate and report on staff performance.

• Answer customer enquiries regarding status of account i.e. outstanding balance, interest accrued and status of payment arrangement

• Tailor approach to each individual circumstance and ensure payments arrangements are in the best interest of the customer

• Handle escalation calls, complaints and queries where required and escalate calls where required.

Skills & Qualifications:

• Strong knowledge of compliance regulations.

• Excellent attention to detail and accuracy in reporting.

• Effective communication and interpersonal skills to collaborate with team members and other departments.

• Ability to work both independently and collaboratively within a team environment.

• Call centre and/or customer service experience.

What’s in it for you?

• Impactful Work: Contribute to strategic initiatives that shape the future of the organization.

• Professional Growth: Access continuous learning opportunities and career development programs to advance your career.

• Collaborative Environment: Be part of a supportive team that values innovation, collaboration, and excellence.

• Competitive Benefits: Enjoy an attractive remuneration package and comprehensive health and wellness programs.

If you are passionate about compliance and are looking for an exciting opportunity within a dynamic organization, we encourage you to apply. Join us as we redefine the customer journey and make a significant impact in our industry.