Quality Assurance - Australian Business Transformation

Help us to experiment, iterate and redefine banking for the future. We’re using the latest platforms, technology, and human centred design to better support our customers’ financial wellbeing.  It's an exciting time to join as you will have the opportunity to influence the way we conduct QA for the bank of the future. 

Who are Coaches?
Coaches provide help and coaching with the objective of inspiring customers to develop and follow their own financial plan and meet their savings goals You'll help our Coaches ensure we adhere to all regulatory expectations and process whilst always considering the end customer experience. 

What’s your mission?
Reimagine a Quality Assurance program that improves and refines performance of our Coach Squad. Some basic processes are in place which you will evolve and take to the next level in preparation for “go live”. During the initial design and build phase, you will conduct Quality Evaluations with the intention of building a team and continuously develop the function. 

What will your day look like?

• Drive the development of the new QA program including the framework and evaluation process
• Analyse coach interactions and quality results to identify key insights, process, product and cx improvements to help uplift and improve our offering
• Share these results to a broad range of stakeholders, influence change.
• Coach-the-coaches to highlight skill gaps and nurture development
• Ensure regulatory concerns are raised and escalated appropriately

In your toolkit:
Curious by nature, have a growth mindset and be passionate about continuous improvement;  you'll be at ease making sense of ambiguous information, be inclined towards action, can identify when to pivot and are resilient to frequent change.

• Involved with or owned the design and creation of a QA program from scratch. You’re experienced in business processes, process mapping and the creation of operating models 
• Data and insights driven. Comfortable presenting to senior stakeholders to influence the best outcomes for Coaches and in turn, our customers
• Quality assurance and business processes improvement experience is desirable
• Financial Services experience and/or understanding of personal advice model is advantageous. 
• High level coaching and communication skills to deliver messages with impact

About ANZ
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
 
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code (AUS124809).