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April

Senior Quality Assurance Analyst

COMMONWEALTH BANK - Haymarket, NSW

Any Industry
Source: uWorkin

JOB DESCRIPTION

Do work that matters:

The Customer Service Remediation (CSR) team is responsible for delivering a strategic program of work to remediate past issues and deliver on the commitments made in response to the Royal Commission’s recommendations. This includes the remediation of the licensee advisor businesses - Pathways, Financial Wisdom and Count - including on-going service fee remediation.

The Customer Service Remediation team is led by the EGM Customer Remediation.

Your team sits within the CSR stream Assessment and Execution (AEX)

As a Senior Quality Assurance Analyst in the CSR Remediation Project You will be responsible for providing quality assurance over case reviews for a major financial service provider.

Your responsibilities:

  • Adhere to the Code of Conduct. The Code of Conduct sets the standards of behavior, actions and decisions we expect from our people.

  • Be a Subject Matter Expert across the various Quality Assurance functions within the CSR program

  • Assisting the Quality Assurance Team Leader in the management of team caseloads and allocations, spot-checks and ongoing accreditations of team members to ensure suitability for tasks

  • Acting as a Second in Charge (2IC) when the Team Leader is not available, reporting on throughput and quality performance metrics

  • Checking review cases and ensuring the correct outcome has been achieved.

  • Focus on good customer outcomes and treating customers fairly.

  • Providing feedback to colleagues, ensuring this is delivered constructively.

  • Be a champion for Continuous Improvement objectives and identify opportunities to improve processes or customer experiences through trend analysis.

  • Liaising with operational staff to establish procedures and standards

We're interested in hearing from people who have:

  • Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.

  • At least 6 months of Quality Assurance experience from a past Business Review setting.

  • Strong decision-making skills and the ability to communicate rationales clearly.

  • Strong written and verbal communication skills.

  • Experience in working to defined performance standards & contribution to customer outcomes.

  • Highly organised and able to prioritise a variety of tasks.

  • Excellent analytical and letter writing skills with strong attention to detail.

  • Previous experience using Microsoft Office, in particular Word and Excel.

  • Driven to achieve targets and take ownership of workload.

Your path looks like

If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 28/04/2021

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