Quality Analyst, CCM – Customer Communications Management Job at Link Group – in Rhodes NSW


Link DigiCom provides internal and external clients with efficient and effective delivery of marketing and transactional correspondence and communication solutions.

The Customer Communication Management (CCM) Quality Analysts are part of the Link DigiCom IT Development team and provide a quality assurance function across business correspondence on behalf of the team. CCM Quality Analysts ensure all works are in alignment with documented business requirements and are fit for business purpose. This includes, but is not limited to, ensuring adherence to design principles, governance protocols and ongoing enhancement initiatives – across physical and electronic channels, as directed by the Team Leader, CCM Quality Analysts or the IT Development Manager.

Key Accountabilities and Main Responsibilities

All CCM Quality Analysts are charged with providing quality business, data and content quality assurance outcomes that delivers correspondence and communications solutions that are sustainable with an improved/reduced cost to serve where possible.

Quality Assurance

Prepare quality assurance test plans covering risk assessment, tasks, estimates for execution of test cases and re-test plans

Execute test activities on behalf of the business and/or internal delivery teams

Prepare test cases for test execution phase based on risk assessment and seek sign-off for scope and breadth of testing

Raise defects and monitor defects to resolution

Prepare test status reporting and update based on test execution status

Prepare environment requirements for test execution to ensure that planned test cases align with data and scenarios available in application

Review and provide appropriate feedback on Business Requirements, Test Strategies, Test Plans and test cases

Review project plans and provide comments based on a Quality Assurance perspective

Proactively identify opportunities for improvement that deliver increased customer satisfaction, improved turn-around times and/or quality, in provision of transactional or marketing communications and associated supporting processes/systems

Ensure delivery of correspondence template types are fit for operational and overall business purpose.

Deliver to agreed timelines and highlight any risk to delivery

Appropriate communication, monitoring and management of tasks assigned

Work with key stakeholders and business partners to ensure all requirements are understood

Ensure compliance with all regulatory and legal obligations at all times.

Experience & Personal Attributes

Understanding of document data and template management concepts for large volume and complex transactional communication types

Demonstrated experience in data management, mapping, practices and principles

Demonstrated experience in a similar or test analyst based role

Demonstrated CCM experience/understanding

Mail house understanding

Strong experience in UAT

Extensive experience in System, System Integration and Regression testing techniques

Strong understanding of the testing lifecycle

Good communication both written and verbal

Solid knowledge of defect management principles and processes

Working Knowledge of HP ALM and JIRA

Experience in writing SQL queries

Familiar with automated test suites

Formal training in testing and test qualifications preferred

Excellent written and verbal communication skills

Strong analytical and problem solving skills

High levels of attention to detail

Testing Analysis experience in superannuation, financial services or related disciplines preferred

Link Group is a leading fund administration and share registry specialists. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients’ needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our dedicated Technology & Operations division manages day-to-day operations, data processing and information analysis, utilising innovative technology to provide our clients with end to end solutions as well as a range of value-added services.

Our continued investment in our proprietary technology platforms allows us to automate wealth management workflows, manage large consumer and member bases or provide insights through predictive analytics.

By focussing on product and service innovation, our Technology & Operations division has evolved to become an innovative provider of solutions, identifying and anticipating the needs of clients across Link Group.

We are an inclusive employer whose people work collaboratively. We are building a culture where difference is valued. We are doing this by encouraging, supporting and valuing the various talents and perspectives of our people and supporting flexible ways of working. We know that diversity drives innovation and innovation drives growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.

About the Company

Company: Link Group –

Company Location:  Rhodes NSW

Estimated Salary:

About Link Group -