Responsibilities
* Conduct Risk-Based Control Testing (RBCT) in accordance with the Ops NFRA framework. Assist with raising, testing and reporting on Self-Identified Issues (SII's)
* Assist and contribute to pre-audit self-assessment for Operations specific audit
* Make recommendations to proactively manage/ prevent future risk
* Conduct and manage external Call Centre audits as required
* Conduct Analysis of results
* Contribute to yearly planning for Risk-Based Control Testing (RBCT) and quarterly Control Testing schedules
* Project work as required
* Review Call Centre and/or administrative procedures yearly to ensure work practice reflect procedures
* Provide feedback to relevant departments on the efficacy of controls
* Prepare monthly quality reports as required for MetLife Operations Team
* Build and maintain positive relationships with internal stakeholders such as but not limited to call center staff, team managers, and training team.
* Provide appropriate feedback, information and analysis to the Senior Manager - Customer Relations & Operational Risk and Head of Service, Governance and Performance
* Monitor calls to ensure associates are adhering to legislation and established Operations standards
* Identify any quality issues and prepare detailed feedback
* Escalate and report any serious issues or breaches accordingly
* Identify and communicate trends and ongoing development issues within operations
* Provide feedback to Team Manager and Associates
* Assist with ongoing training for Ops Associates
* Excellent communication skills (both written and verbal)
* Excellent Analytical skills
* Accuracy and attention to detail
* Good understanding of Call Centre and Administrative processes and procedures
* Ability to work well within a team environment
* Rapport building & interpersonal skills
* Self-management skills to comply with provided schedules
* Ability to further develop competencies into Call Centre and Administrative processes
* Computer literacy and confidence in using systems, as well as advanced Microsoft office skills
Qualifications
Minimum HSC or year 12 equivalent
RG 146 accreditation highly regarded
Customer service, Call Centre and/or administration experience in the insurance industry (Required)
Quality Assurance or Compliance experience (Required)
Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
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