About the opportunity

Join us in this newly created and crucial role to help us build up the quality of our customer service. This is a fantastic opportunity to contribute to a positive and supportive team culture while making a real difference in our customers' lives by reviewing interactions, identifying trends, coaching staff, and collaborating with leadership across our Contact Centre.

In this role you’ll get to…

• Review customer interactions to ensure compliance and quality.
• Identify trends and systemic issues impacting service quality.
• Provide coaching and training to staff to improve performance.
• Collaborate with leadership to implement quality improvements.
• Contribute to regular calibration sessions and provide feedback.

What you’ll bring to the role

You will have a genuine passion for customer service. You’ll be able to support the uplift of our customer experience whilst also supporting our people in the process.  You’ll be proactive in ‘calling out’ improvements but also to recognise a ‘job well done’.

To be successful in the role you will have:

• Proven QA experience: Demonstrated ability to provide constructive feedback to peers and team leaders and effectively engage with stakeholders across the bank.
• Data analysis & reporting: Proficiency in using Excel and Power BI for data analysis and reporting. Experience with call evaluation forms (e.g., AWS).
• Customer focus: Deep understanding of customer needs and the ability to improve customer experience.
• Financial services knowledge: Ideally within customer interactions within a financial institution.
• Project setup & implementation: Ability to contribute to the setup and implementation of QA processes and procedures.

We offer flexible work options that put our people first, and a hybrid model of the majority of your week in the office, at least 60%.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

If this sounds like an opportunity for you check out the attached Position Description and apply.  PD QA Role CC ODA v230625 (1).pdf

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact the Hiring Leader Naomi Reid (Manager Contact Support) or Kate Weston (Senior Talent Acquisition Advisor) for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further. 

For more information, check out the Application Process for Internal Candidates page. 

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now!