Quality Analyst - Customer Resolutions

Bendigo Bank; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Ongoing development with potential education fee reimbursement

Access to mental health support through Sonder

Job summary

A leading Australian retail bank is seeking a Quality Analyst in Customer Resolutions to ensure fairness and quality in complaint handling. The role involves quality assurance reviews, coaching teams, and enhancing customer outcomes. Ideal candidates should have strong analytical skills and extensive customer-facing experience in financial services. The position is available as a full-time contract or permanent role with a hybrid working model.

Qualifications

• Understanding of consumer protection laws related to financial products.
• Ability to drive continuous improvement in quality performance.
• Experience in delivering exceptional customer outcomes.
• Ability to analyze compliance with regulations and industry standards.

Responsibilities

• Conduct thorough quality assurance reviews across complaint cases.
• Provide recommendations to enhance customer experience.
• Foster relationships with leaders and staff for effective resolutions.

Skills

Comprehensive understanding of RG271

Coaching and mentoring skills

Stakeholder relationship management

Compliance analysis skills

Ability to identify issues and trends

Customer-facing experience

Strong communication skills

Job description

Join to apply for the Quality Analyst – Customer Resolutions role at Bendigo Bank

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.

Are you passionate about ensuring fairness, quality and continuous improvement? Do you champion excellence in customer experience?

It starts here. With Bendigo Bank… and you.

As a Quality Analyst in Customer Resolutions, you’ll play a critical role in upholding our Quality Assurance framework, reviewing complaints files and providing insights that drive better customer outcomes.

Working closely with our retail and contact centre frontline staff, complaints case managers, and leaders, you will coach and support teams to enhance resolution quality and compliance with RG271 and industry standards.

Your keen analytical skills will help identify trends, systemic issues, and opportunities for process improvement. With a strong focus on collaboration, stakeholder engagement and customer advocacy, you’ll contribute to building a best in its class resolution experience, directly enhancing the customer journey.

Key responsibilities

• Conduct thorough quality assurance reviews across complaint cases, ensuring consistent and fair outcomes for customers in alignment with QA guidelines.
• Provide recommendations with actionable improvement strategies to enhance the customer experience.
• Foster strong relationships with leaders and staff, offering coaching and guidance to support effective resolutions.

To succeed in this role, we’d love you to have

• Comprehensive understanding of RG271 and consumer protection laws related to financial products and services.
• Ability to coach and mentor staff, driving continuous improvement in quality performance.
• Expertise in building and maintaining productive relationships with key stakeholders, ensuring alignment with business goals.
• Ability to analyze and assess compliance with relevant regulations and industry standards. (Banking and Finance industry desired)
• Ability to identify emerging issues, trends, and potential risks, with a proactive approach to escalation and resolution.
• Extensive customer-facing experience within the financial services industry, with a focus on delivering exceptional customer outcomes.
• Highly developed communication skills, with the ability to translate data and insights into clear, actionable recommendations for senior leadership and key stakeholders.

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.

We have two opportunities available: one Full-time, 12 Month Contract and one Permanent, Full-time role based in either Melbourne, Bendigo or Adelaide.

So, why work for us?

With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

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.

Our perks and benefits

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank.
• We have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

We don’t want you to be missed, so please note that directly emailed CVs may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.

We are committed to responding to all candidates, regardless of the outcome of your application.