Quality Assurance Analyst Job at Bank of Queensland – in Sydney NSW
The purpose of this role is to perform evaluations on staff interactions using predefined evaluation criteria across Virgin Money & BOQ Teams in a multi-channel customer service environment.
This role will play a critical part in identifying gaps between performance, expectations and delivery and leadership to improve customer service and business quality across all BOQ brands.
This role supports leaders by providing feedback and coaching to staff to ensure ongoing development. As a key influencer, this role will work to proactively identify opportunities for quality and continuous improvement, influencing our people to shape a culture into one that puts the customers first.
Responsibilities will include:
Maintaining accurate reporting to management in accordance with business requirements
Identifying process improvements
Performing regular customer engagement assessments for team members to assess customer experience delivery and compliance to policies and processes
Naturally, you will demonstrate:
Sound knowledge of the retail/commercial market, industry standards and competitor market – Knowledge of the General Banking and Lending standards & Nation Consumer Credit Protection requirements
An understanding of multi-channel customer service banking environment
Participating in calibration sessions with Contact Centre management team
Providing Quality/ Compliance/ Process feedback to the Contact Centre
Excellent relationship management skills
Previous experience in a training or coaching capacity is desired
Strong computer literacy skills
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.
BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.
BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, EPIC (LGBTIQA+), Multicultural, Gender and Early Career.
How to Apply
To apply for this role please follow the links or apply via our Careers Page.
The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Job Reference: BOQ00384
About the Company
Company: Bank of Queensland –
Company Location: Sydney NSW