Select how often (in days) to receive an alert:Quality Assurance ManagerDepartment: AR Customer Resolution Complaint TransformationDivision: Australia RetailLocation: MelbourneAbout UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleThe QC Compliance Manager role is responsible for completion of the Customer Resolution Quality Assurance program, the process documentation for both the Customer Resolution Quality & Assurance program (including the training program) and performing quality assurance checks on the quality control program. Additionally, they will provide learning & process support to our Bengaluru location.Role Location: Within AustraliaRole Type: Permanent *multiple roles availableWork Schedule: Full TimeWhat will your day look like?This role is accountable for:Completion of the Customer Resolution Quality Assurance programProcess documentation for both the Customer Resolution Quality & Assurance program (including the training program)Performing quality assurance checks on the quality control programProvide learning & process support to our Bengaluru location.Determines testing schedules for both Melbourne and Bengaluru quality testing program (in conjunction with QCC Team Manager)Identifying root cause on process fails and then being part of developing solutions that resolve process weakness and/or improve the skills of those completing the tests (in conjunction with QCC Team Manager)Perform investigations into potential compliance breachesWhat will you bring?To grow and be successful in this role, you will ideally bring the following:Proven analytical, influencing and problem solving skills combined with the ability to identify risks and impacts as well as execute solutions and corrective actionExperience in Compliance, Quality Assurance and / or high volume workflow environmentHighly motivated and results drivenWell-developed interpersonal and performance management skills with the ability to communicate effectively with staff, key stakeholders and at all levels of employees and managementExperience in complaints or in a collections team is preferred.You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.So why join us?From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 98378.Job Posting End Date
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