Quality Control Specialist [Australia]

 

Overview

The Quality Control Specialist role is the first point of escalation and support for Customer Service Officers to resolve complex queries or issues raised by members. The key responsibility will be to provide accurate, appropriate and real-time responses to Customer Service Officers that will enable them to deliver exceptional member experience.

The role is also responsible for quality assurance and monitoring of Customer Service Officers to ensure all member interactions meet quality standards as agreed with the funds.

Key Accountabilities and main responsibilities

Strategic Focus

• Demonstrate and maintain subject matter expertise on fund-specific processes, procedures and business rules to efficiently resolve complex and escalated queries
• Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
• Contribute to continuous improvement of training programs or content based on common queries or escalations
• Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions

Operational Management

• Work in partnership with key stakeholders to discuss, prioritise activities across the teams.
• Assess and evaluate the effectiveness of training on meeting business needs.
• Provide technical support to Customer Service Officers in resolving complex customer enquiries, complaints and escalations
• Investigation and ownership of complex member queries
• Actively monitor internal support chat queries (remote) or floor (on site) to provide real-time responses to Customer Service Officers
• Work with other internal teams to identify training gaps and improvement initiatives
• Ownership of Quality Assurance reporting and other ad hoc reporting as required

People Leadership

• Work closely with the team to analyse trends to identify and address learning gaps across Contact Centre
• Support Customer Service Officers to provide feedback, support and to develop their capability.
• Support the wider business as a SME on projects, change initiatives and other ad-hoc duties as required
• Develop and manage relationships with internal and external stakeholders fostering a team culture that supports our vision and values.

Governance & Risk

• Develop and maintain a Quality Assurance plan in conjunction with Team Leaders and Training Lead
• Monitor and score required calls/transactions in accordance with the Quality Assurance plan and report results to Team Leaders, Coaches and Training Lead
• Demonstrating drive and motivation by keeping abreast of current industry related information and changes
• Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
• Adhering to all legislative requirements required for the role
• Complying with Link Group Privacy a policy and procedures
• There may be adhoc Administration duties as required as part of this role.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Excellent understanding of relevant Superannuation legislation and industry knowledge
• Sound knowledge of MS Office and other software packages
• General knowledge of superannuation pensions
• Accuracy and attention to detail and ability to think laterally
• Good investigation and problem-solving abilities
• Customer focused and the ability to collaborate with others to achieve desired outcomes
• Prioritisation and time management skills to meet tight deadlines
• Generate creative solutions to address problems and commit to follow through.
• Sound knowledge of technical and compliance issues, understanding relevant policies and legislation.
• Excellent communication skills both verbal and written

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.

 

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