Quality Assurance Analyst

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

At Fidelity Life, we are committed to protecting New Zealanders and the lifestyles they value. Our people work together to deliver trusted experiences and positive outcomes for our customers, advisers and communities.

Role Overview

As a Quality Assurance Analyst in our Conduct & Quality team, you will help strengthen the way we monitor service, conduct and compliance across our customer-facing teams. You will design and carry out meaningful quality testing, analyse findings and work with stakeholders to resolve issues and improve processes and controls.

This is an opportunity to combine analytical thinking, sound judgement and strong relationship skills in a role that directly supports service excellence and fair customer outcomes.

Key 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 agreed SLAs and KPIs.
• Carry out testing and inspections, identify weaknesses or deficiencies, and recommend practical improvements.
• Analyse quality issues, complete root cause analysis and follow corrective actions through to closure.
• Maintain clear, audit-ready records of testing, findings and outcomes.
• Prepare and distribute reports that highlight errors, deficiencies and opportunities for improvement.
• Build strong relationships across Claims, Operations, Risk, Compliance, Legal and external partners.
• Contribute to process improvement initiatives and the ongoing development of quality assurance tools, procedures and policies.

What We’re Looking For

Qualifications

• A relevant tertiary qualification is advantageous, but not essential.

Experience

• 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.

Skills

• Strong analytical, critical-thinking and problem-solving capability.
• Excellent written and verbal communication skills, with the ability to present findings clearly.
• Confident stakeholder management and relationship-building skills.
• Strong organisation and time management, with excellent attention to detail and the ability to meet deadlines.
• A collaborative, adaptable and professional approach, with a focus on customer service and continuous improvement.

Why Join Us?

You will be part of a collaborative team that is helping lift quality, strengthen controls and improve customer experiences. Your work will provide meaningful insight to the business and support better outcomes for New Zealanders.

Fidelity Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.