Quality and Insights Analyst, ComplaintsCompany Description: Whether you're working from home or on your way to the office, chances are you're probably reading this because you're seeking a new adventure, or you're up for a new challenge. GROW Inc might just be that for you!
So, who is GROW Inc? Founded in 2016, we're the Australian FinTech success story you probably haven't heard about. We're solving big problems in the Superannuation and Managed Funds industry.
The administration platforms (the software that tracks everything to do with your super) are built on things you or your parents would recognise from the glory days of 90's computing. How are we doing it? We're solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology which improves the financial wellbeing of Australians.
We're making Super more timely and information more accessible whilst enabling wealth management companies to offer more cost effective solutions. We're rebels with a cause. We're authentic, diverse, and embrace our differences as we continue to put a dent in the universe.
We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day.
Job Description: As a Quality Assurance Officer in the Complaints team, you will play a crucial role in ensuring the highest standards of quality and driving continuous improvement across our service delivery.
Your role will involve detailed analysis of quality data, trend identification, and the development of actionable insights to enhance service delivery, reduce risks, and improve client satisfaction. In addition to these responsibilities, you will be responsible for producing both client and internal reports, as well as completing quality reviews to ensure compliance with standards and identify areas for improvement.
Qualifications:
3 or more years of experience in quality, analysis, or insights within the financial services industry (essential)Experience in complaints management (essential)Experience in superannuation (highly desirable)Power BI experience (highly desirable)Strong analytical skills, with a demonstrated ability to analyse complex data, identify trends, and provide actionable insightsExperience in client reporting and internal reporting, with a strong attention to detail and accuracyProficiency in conducting quality reviews to ensure compliance with standards and identify areas for improvementExcellent communication skills, both verbal and written, with the ability to convey complex information clearly and effectively to various stakeholdersA strong customer focus, with the ability to align service delivery with client needs and expectationsAbility to work collaboratively in a team environment, supporting cross-functional teams and sharing knowledge to drive improvementsStrong time management skills, with the ability to prioritise tasks effectively and meet deadlinesStrong commercial acumen, understanding how quality and insights contribute to business successResilience and tenacity, thriving in a fast-paced environment and handling multiple priorities with easeA proactive approach to problem-solving and continuous improvement, with the ability to take ownership of your work and drive initiatives to enhance service qualityAdditional Information:
Why you'll love working at GROW:
Birthday Leave - Take an extra day off per year on your birthday!Weekly Pay Cycle - No more waiting for PayDay!Hybrid Work Arrangement - We have a true hybrid arrangement!Exciting Discounts - Think movie tickets, gift cards & even electronicsLooking for a job can be stressful and we don't want you agonising over the wording of your cover letter, so don't include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are.
Even if you don't meet every single requirement, but you feel inspired to join our mission, we encourage you to send in your application. You never know, you could be the perfect person to join our team!
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
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