Market leading financial contact centre is seeking a Quality Assurance Manager to manage stakeholders, analyse data and manage compliance and risk.
The market leading financial contact centre is seeking a new Quality Assurance Manager to help work within the risk and compliance function and manage clients. This role has come about due to the successful growth of the business.
Working with Quality Assurance Analysts to ensure RG146 compliance
Train Quality Assurance analysts and maintain QA registers
Manage internal and external stakeholders and drive for improvement
Manage client meetings and delivery of business reviews
Report weekly to the management team on Quality Assurance results and relay to clients and seek to drive improvement
Deliver analyst reviews and work to improve call outcomes
6+years experience working in either Quality Assurance/Compliance/Risk Management within financial services; ideally with some call centre experience
Related tertiary qualifications, minimum RG146 qualification
Strong people management skills and ability to manage performance, develop targets and train teams
Negotiation and contract management skills with confidence to deal with clients and senior stakeholders
Ability to draft reports and deliver reviews to clients and employees
To apply please click apply or call Thomas Ryan on +61 2 8289 3158 for a confidential discussion.
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