Quality Assurance Analyst
Full-time
QBE Group Shared Services Centre
Primary Details Time Type: Full timeWorker Type: EmployeeThe purpose of this role is to support quality standards, providing training, and conducting quality reviews in specific business units to identify areas for improvement and drive process automation initiatives. Responsibilities:
- Perform quality assurance (QA) audits within the area of responsibility to align performance with corporate guidelines and regulatory requirements.
- Inform management by compiling data, reviewing metrics, and analysing the root cause of process errors to recommend opportunities for continuous improvement.
- Build and maintain effective working relationships with management and staff to understand their needs during the assignment process.
- Evaluate compliance with Acts, policies, and procedures to ensure adherence to regulatory guidelines.
- Provide high-quality customer service and ensure delivery meets expectations.
- Lead root cause analysis (RCA) and calibration sessions with stakeholders to address issues effectively.
- Adhere to company templates and policies, building new tools following company guidelines.
- Participate in process and performance review meetings to contribute to ongoing improvement.
- Assist in reviewing the reliability and integrity of financial, operating, and management information.
- Maintain product, system, and process knowledge to support quality assurance and training outcomes.
- Some relevant work experience.
- Experience with quality assurance initiatives, process improvement, and data analysis in the mortgage servicing/insurance industry.
- Experience in a training function.
- Moderate experience in relevant Insurance Products for the Business Unit/Distribution.
- Moderate experience in a contact centre environment.
- Tertiary Degree or equivalent combination of education and work experience.
- Relevant tertiary qualifications.
Vacancy posted 17 hours ago
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