About The Role
This role sits at the intersection of customer experience, service excellence and regulatory assurance within Collections and Financial Assistance.
As a Quality Monitoring Consultant, your focus goes beyond checking compliance — you'll help shape a customer journey that is fair, respectful and genuinely supportive, particularly for customers experiencing vulnerability. You'll review customer interactions to ensure they not only meet regulatory requirements, but also reflect our commitment to empathy, transparency and quality service.
You'll analyse trends and outcomes across customer conversations, identifying where processes, behaviours or controls can be improved to create better experiences for customers while reducing conduct and operational risk. Your insights will directly influence how teams interact with customers, how leaders coach their people, and how the overall Collections and Financial Assistance journey continues to evolve.
Working closely with our Front-Line Officers, Leadership Team, and the broader business, you'll contribute to process and training improvements, support early identification of risks and play a key role in embedding a culture where great customer outcomes and strong compliance go hand in hand. This work not only safeguards our obligations but also supports our frontline teams to confidently deliver great outcomes for customers.
About You
You're someone who genuinely believes that customer experience matters, especially in moments that matter most. You understand that quality customer service in Collections and Financial Assistance can make a meaningful difference to a customer's journey at a time where extra support may be needed.
You bring experience in regulated customer environments and are comfortable working within frameworks such as NCCP, the Banking Code of Practice and Debt Collection Guidelines. You're able to assess interactions through both a compliance lens and a customer lens, balancing regulatory requirements with empathy, clarity and fairness.
You communicate with confidence and care, and you're skilled at delivering constructive feedback that helps leaders and teams improve how they support customers. You're naturally curious, detail‑oriented and enjoy identifying root causes — not to assign blame, but to improve processes, behaviours and customer outcomes.
You're collaborative, credible and comfortable influencing stakeholders, and you take pride in contributing to continuous improvement across customer service, quality and risk. Most importantly, you're aligned to our values and committed to improving the customer journey for those navigating financial hardship or vulnerability.
About Us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Benefits
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
Flexible working arrangement - Balance your work and personal life with ease.
Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
Purchase additional annual leave - Need more time off? You can buy extra leave days.
Discounted private health insurance plan - Take care of your health with our special rates.
Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community
How To Apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.