Quality Assurance Specialist

ASB Bank; Auckland; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Flexible leave

Wellbeing programs

Job summary

ASB Bank is seeking a Quality Assurance Specialist to extend assurance coverage across frontline and operational processes, including Personal Banking and Operations. You will review processes, analyze results and provide insights to strengthen controls and customer outcomes.

The role suits someone methodical with analytical thinking, strong MS Excel skills, and experience in QA, risk or compliance. The team collaborates across Distribution, Operations and Risk & Compliance.

Qualifications

• Strong Excel capability with pivot tables, lookups and formulas.
• Excellent attention to detail and pattern recognition across large data sets.
• Clear written and verbal communication to explain findings practically.
• Experience in quality assurance, risk, or compliance is beneficial.
• Exposure to SQL, data analysis or automated reporting is advantageous.

Responsibilities

• Conduct detailed quality assurance reviews to assess process adherence.
• Review customer interactions, system information and source docs for defects and risk.
• Contribute to reporting automation and assurance process improvements.
• Analyze results to identify trends and opportunities to strengthen processes.
• Prepare clear QA reporting and insights for leaders and stakeholders.
• Escalate risk or customer outcome concerns when appropriate.
• Collaborate with Distribution, Operations, Risk & Compliance, and Assurance teams.

Skills

Excel pivot tables

Data analysis

Attention to detail

Communication skills

Tools

Genesys

Verint

SQL

Job description

At ASB, we’re all about doing what we can to help our customers get “One Step Ahead” by giving them the tools they need to manage their lives and plans for their families and future.

Our Process Assurance – Systems and Insights team plays an important role in providing confidence that our processes are being completed accurately, consistently and in line with ASB’s policies and standards. Through assurance reviews, analysis and reporting, the team identifies opportunities to strengthen processes, improve customer outcomes and uplift capability across the business.

We are looking for a Quality Assurance Specialist to join the team and help extend our assurance coverage across frontline and operational processes. You will complete detailed assurance reviews, analyse results and provide clear insights that help the business understand where processes are working well and where improvements may be needed.

This is a great opportunity for someone who enjoys working with data, investigating the detail and identifying patterns others may miss. It could suit someone with experience in quality assurance, reporting, risk or compliance, as well as an experienced frontline or operations professional looking to build a career in risk & compliance, assurance and data & analytics.

Mō te tūranga | About the role

As a Quality Assurance Specialist, you will review how effectively frontline and operational processes are being completed across areas such as Personal Banking and Operations.

Your key responsibilities will include:

• Completing detailed quality assurance reviews to assess process adherence against ASB policies, procedures and standards.
• Reviewing customer interactions, system information and source documentation to identify defects, inconsistencies and potential areas of risk.
• Contributing to the improvement and automation of reporting and assurance processes.
• Analysing assurance results to identify trends, recurring themes and opportunities to strengthen processes, systems, training or capability.
• Preparing clear quality assurance reporting and insights for leaders and other stakeholders.
• Communicating review findings constructively, including highlighting potential training or coaching needs.
• Identifying and escalating risk, compliance, conduct or customer outcome concerns where appropriate.
• Working collaboratively with Distribution teams, Operations, Risk and Compliance, and the wider Assurance team.
• Managing an agreed programme of reviews while balancing accuracy, quality and delivery expectations.
• Supporting a culture of continuous improvement by sharing insights and reinforcing quality standards and good practice.

This is a varied role, although some reviews will involve repetitive and highly detailed work. You will be someone who remains focused and curious, even when working through large volumes of information or completing recurring assurance activities.

Ngā mea kia whai angitū ahau? | What do I need to be successful?

We are looking for someone who is naturally methodical, analytical and comfortable working through detailed information. You will be able to apply consistent judgement, ask thoughtful questions and clearly explain what your analysis is telling you.

You will ideally bring:

• Strong Microsoft Excel capability, including practical experience using pivot tables, lookups and formulas to analyse and interpret information.
• Exceptional attention to detail and the ability to identify errors, inconsistencies and patterns across large amounts of information.
• Clear written and verbal communication skills, with the ability to explain findings in a practical and constructive way.
• Strong problem-solving skills and the confidence to investigate information beyond the surface level.
• Strong organisation and time management skills, with the ability to manage recurring reviews and competing priorities.
• The ability to work independently while contributing positively to a collaborative team.
• An understanding of customer-facing and operational processes, including the importance of risk, compliance and good customer outcomes.
• Experience within banking, ideally gained in a frontline, Personal Banking, Direct Channels or Operations environment.
• Experience using ASB systems such as Genesys and Verint, or the ability to quickly build confidence across multiple systems, would be advantageous.
• Experience completing quality assurance, control testing, process reviews or similar analytical work would be beneficial.
• Exposure to SQL, data analysis or automated reporting would be advantageous.
• Curiosity and an interest in building a career pathway across analytics, risk, compliance or assurance.

Different ways of thinking can be a real strength in this role. We welcome neurodivergent applicants and people who bring strong pattern recognition, sustained focus, curiosity or a highly systematic approach to their work. If some parts of the role play to your strengths but you do not meet every requirement, we still encourage you to apply.

He aha tā mātou | What can we offer

Get the work-life equation right.

We know life is full of priorities, from soccer practice to side hobbies. We're here to help you find balance, with a flexible and supportive working environment.

We support your wellbeing in meaningful ways, including comprehensive health insurance, wellness initiatives, parental and flexible leave, and customisable benefits to suit your lifestyle.

Bring your whole self to work every day.

Whether you're into scrap booking, spontaneous karaoke sessions, or just hanging out with the family, ASB is working hard to create a culture where everyone feels safe, included and part of our shared purpose of helping Kiwi get one step ahead.

The whole "one step ahead" thing applies to you, too.

With mentorship, flexible learning pathways, and opportunities to deepen your expertise, ASB is a place where you can take on exciting challenges and step forward to reach your goals, both in and out of office.

To serve a diverse community, we need a diverse organisation.

We encourage applicants from allbackgrounds who bring unique perspectives and thinking styles that add to the culture andperformance of our team.