It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra mile to find solutions that satisfy the needs of our customers and business. People who want to place themselves optimally to develop their capabilities. So, if you enjoy a culture of open exchange and mutual trust, and you'd like to take on a fast-paced role within a highly motivated team, join us in driving the future of personalised financial services.
Our Collections team is currently looking for a Quality Assurance and Governance Consultant. The role is responsible for the operational steering of the Collectionslandscape in the Australian and New Zealand markets.
What awaits you?
* You will be responsible for 'in-time' support, communication, coaching and ensuring the provider has the most up to date processes and policies to support the BMW customer base.
* You will be responsible for coordinating the Collections tender / projects including management of the Service Level Agreement requirements between BMW and the external service provider for quality and control activities.
* You will be responsible for steering and monitoring the provider's operational performance, ensuring it meets agreed contractual obligations, BMW's standards and regulatory requirements.
* Quality assurance checks and calibrations with the provider including site visits to ensure frameworks and performance are maintained to a premium level.
* You will be responsible for implementing required performance reporting to ensure key performance indicators are regularly monitored and Collections quality score targets are achieved.
* You will be responsible for change management and support with testing the provider's control framework to ensure they adhere to BMW's process and regulatory obligations.
* You will drive vendors to deliver and achieve KPI targets.
Qualifications & Experience
* Tertiary qualification or degree with at least 2 years of relevant experience in a quality assurance control function / vendor management.
* Proficient in quality control tools, concepts, and methodologies, with proven experience in mentoring others on these subjects.
* Strong process orientation and organisational skills.
* Demonstrated knowledge of quality management and reporting.
* Well-developed analytical and problem-solving abilities.
* Strong written and verbal skills with a high attention to detail.
* Knowledge of contact center systems and technology.
* Ability to develop effective working relationships across a broad range of stakeholders.
BMW Group is an equal opportunities employer and takes great pride in fostering and promoting diversity in every aspect of our work life and culture. We highly regard the skills, knowledge, experience, ideas, perspective and energy our diverse workforce brings into the company.
Employment at BMW Group Australia is conditional upon pre-employment checks undertaken by the candidate on request and clearances received. This includes qualifications and employment checks, relevant background checks and may include police check(s) and credit check(s).
By submitting an application for a role at BMW Group Australia the candidate confirms:
* They have valid rights to work in Australia
* They agree to undertake integrity checks upon request should their candidacy progress to an offer of employment.
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