Senior Quality Specialist
Core
Support quality, consistency, and compliance across complaint handling by reviewing activities, identifying improvement opportunities, and ensuring RG271 adherence.
Role type
Senior Quality Specialist (Complaints)
Builds
Quality assurance frameworks, review standards, calibration routines, and governance processes for complaint handling.
Domain
Financial Services / Regulatory Compliance
Required skills
Complaint activity review, RG271 compliance knowledge, Quality assurance framework design, Data analysis for trend identification, Process improvement, Coaching and feedback delivery
Preferred skills
Experience in regulated environments, Adaptability to change, Stakeholder engagement
Technologies
Quality assurance tools, Complaint management systems
Responsibilities
Design and improve complaint quality assurance frameworks; Review complaint activity, responses, and outcomes for quality and compliance; Monitor service standards to improve customer outcomes; Analyze performance data to identify root causes and improvement actions; Provide coaching and guidance to the complaints team; Collaborate with Operations, Risk, and Compliance teams.
Seniority
Senior, hands-on IC