Quality Analyst
vor 1 Woche
12 Month Fixed Term Contract - Location (Sydney, Melbourne or Brisbane)If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.Help people create their tomorrow, while you create yoursWe help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.If we do our job well, we genuinely add to the prosperity of our country and its people.Purpose of the role:The purpose of this role is to complete quality assurance activities on Customer Complaints to check compliance with regulation and ensure consistent and appropriate outcomes are being provided to customers.The role will also provide coaching outcomes to individual complaints managers on the outcome of Quality Assurance checks on resolved files or the outcome of written communication vetting to allow continuous improvement of operational capability across both Internal Dispute Resolution for Super and Retirement and Platforms business divisions.How will you make an impactReview and quality check complaints to ensure correct procedures, regulatory compliance, and fair customer outcomes. This includes reviewing written communication to customers, aligning with the AMP Complaints letter framework, customer experience, and compliance with Internal Dispute Regulatory Guide (RG271).Provide timely, consistent, and constructive feedback to complaint specialists to ensure compliant, fair, and appropriate client communications.Improve complaint management and business processes by identifying opportunities for enhancement across AMP.Minimise risk by identifying and escalating systemic issues and process risks from complaints.Educate and coach on regulatory requirements and good customer experience in complaints management.What you will bring to the roleIdeally at least 4 years in Financial Services.At least 2 years in Complaint Resolution (Banking, Superannuation, Platforms).Skilled in coaching and feedback for teams and leaders including training.Quality Assurance and Quality Checking experience (written processes, phone contact).Tertiary qualifications or related business experience.Excellent knowledge of regulatory environment for complaints management.We are looking for a candidate with excellent compliance and legislative knowledge, especially in vetting client communications. Excellent written and verbal communication skills, attention to detail and the ability to maintain accuracy in various situations is essential. Analytical and problem-solving skills are also crucial.Additionally, the candidate should excel in stakeholder engagement, conflict resolution, and decision-making. The ability to coach complaints managers to meet regulatory requirements and enhance customer experience is highly valued.You'll thrive here if…If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.Why we think you'll love working at AMPDoing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.We believe in the power of inclusion and diversity.We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.Ready to create your tomorrow?If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.Don't procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.
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