Job Title: Senior Complaints
The role of a Senior Complaints & QA Training Lead is pivotal in leading the uplift of complaints capability across the organization.
This specialist position provides expert oversight of closed cases to ensure compliance with regulatory obligations, internal policies, and industry codes.
As a subject matter expert, the role drives quality assurance, training, coaching, and system improvements to support the organization's obligations under relevant laws and regulations.
* Design and implement a fit-for-purpose complaints QA program aligned with regulatory and industry standards
* Conduct second-line reviews of closed complaints to assess compliance, fairness, and customer outcomes
* Identify breaches or risks and collaborate with business leaders to address root causes
* Deliver data-informed insights to uplift first-line capability and improve customer experience
* Develop and deliver targeted complaints training and coaching based on QA outcomes and emerging obligations
* Ensure accurate complaint coding in line with internal standards and external requirements
* Support complaints system enhancements, including CRM configuration and staff training
* Prepare concise reporting for governance forums, highlighting trends, quality themes, and systemic issues
* Coordinate calibration sessions to support consistency in complaint handling and decision-making
* Escalate control failures and systemic issues to support proactive risk mitigation
The ideal candidate will possess strong attention to detail and sound judgment in assessing complaint outcomes, accountability, proactivity, and an outcomes-focused mindset.
They will also have skilled stakeholder engagement, confidence working across all levels, proven ability to deliver targeted training, coaching, and reporting, strong analytical skills, deep understanding of complaints obligations, experience in complaints QA, compliance, or dispute resolution, hands-on experience with CRM systems and reporting tools, proficiency in Microsoft Word and Excel, and relevant tertiary qualifications.