QA Analyst: Quality & Compliance for Customer Outcomes

Fidelity Life; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

Fidelity Life in New Zealand seeks a Quality Assurance Analyst to strengthen monitoring of service, conduct and compliance across customer-facing teams. You will design meaningful QA testing, analyse findings and work with stakeholders to resolve issues and improve processes and controls.

This role combines analytical thinking and strong relationship skills to support service excellence and fair customer outcomes within the Conduct & Quality team.

Qualifications

• Experience in quality assurance or a closely related field.
• Understanding of quality assurance, testing or inspection methodologies.
• Knowledge of the financial services' regulatory environment, risk management methodologies and compliance obligations.

Responsibilities

• Support the planning and communication of quality assurance activities.
• Develop and document qualitative and quantitative quality tests to assess service, conduct and compliance against SLAs and KPIs.
• Carry out testing and inspections, identify weaknesses or deficiencies, and recommend improvements.
• Analyse quality issues, complete root cause analysis and follow corrective actions through to closure.
• Maintain audit-ready records of testing, findings and outcomes.
• Prepare and distribute reports that highlight errors and opportunities for improvement.
• Build strong relationships across Claims, Operations, Risk, Compliance, Legal and external partners.
• Contribute to process improvement initiatives and development of QA tools, procedures and policies.

Skills

Analytical thinking

Problem solving

Communication

Stakeholder management

Time management

Attention to detail

Customer service

Education

Tertiary qualification preferred

Job description

Fidelity Life in New Zealand seeks a Quality Assurance Analyst to strengthen monitoring of service, conduct and compliance across customer-facing teams. You will design meaningful QA testing, analyse findings and work with stakeholders to resolve issues and improve processes and controls.

This role combines analytical thinking and strong relationship skills to support service excellence and fair customer outcomes within the Conduct & Quality team.