Quality Analyst - Contact Centre

Bendigo Bank

City of Melbourne

Hybrid

AUD 80,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Flexible work options

Health and well-being support

Learning opportunities

Job summary

A financial institution seeks a Senior Talent Acquisition Advisor to enhance customer service quality. The ideal candidate will focus on reviewing customer interactions, identifying trends, and coaching staff to improve performance. Candidates should have proven QA experience and strong data analysis skills, especially with Excel and Power BI. This role supports hybrid work and offers a range of benefits to foster well-being and professional growth. Join a dynamic team dedicated to positive customer experiences.

Qualifications

Demonstrated ability to provide constructive feedback to peers and team leaders.
Proficiency in using Excel and Power BI for data analysis and reporting.
Deep understanding of customer needs and the ability to improve customer experience.
Knowledge of customer interactions within a financial institution.
Ability to contribute to the setup and implementation of QA processes and procedures.

Responsibilities

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.

Skills

Proven QA experience

Data analysis & reporting

Customer focus

Financial services knowledge

Project setup & implementation

Tools

Excel

Power BI

Job description

Senior Talent Acquisition Advisor @ Bendigo Bank | Proactively Sourcing Talent within Customer Enablement

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

It starts here. With Bendigo Bank… and you.

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. This role can be based in any of our corporate office locations in Melbourne, Brisbane, Bendigo, or Adelaide.

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’.

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.

So, why work with us?

Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve.
Want to be more than just a number? Join a team that truly values you - and that gets more and more diverse every day.
Want career opportunity AND flexibility? Achieve both here, where we know that balance and progression go hand in hand.

You’ll also get access to a great range of benefits, including:

Hybrid work? Flexible hours? A compressed work week? Our flexible work options are designed to suit your life. This role can be based in any of our office locations in Melbourne, Brisbane, Bendigo, or Adelaide. We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.
Health and well-being support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.
Take your learning to the next level through opportunities like our corporate university ‘BEN U’ or at an external provider of your choice.

We’re making better, bigger. And we’ll get there with you.

Could you be our newest team member? Now’s the time to set your sights even higher - on the future you and the future career you deserve. Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now!

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.

Seniority level