Customer Resolution Quality Assurance & Training Officer

About the role

The Customer Resolution Quality Assurance & Training Officer ensures high‑quality outcomes for customer resolution activities. Working closely with the Customer Resolution Manager and Pacific stakeholders, the role drives capability, operational performance and compliance.

Key responsibilities

• Conduct quality assurance reviews of customer resolution activities and provide feedback.
• Deliver training, coaching and capability‑uplift initiatives across the Customer Resolution team.
• Develop and maintain training plans and learning materials.
• Provide guidance on customer resolution processes and lending practices.
• Identify process improvement opportunities and support quality initiatives.
• Build strong stakeholder relationships and ensure effective communication.
• Support compliance with policies, procedures, governance and operational controls.

Required profile

• Experience in lending, credit operations, customer resolution, quality assurance or a related banking environment.
• Strong coaching, training and facilitation abilities.
• Excellent written and verbal communication skills.
• High attention to detail and commitment to quality outcomes.
• Ability to analyse complex information and identify improvement opportunities.
• Strong stakeholder management and relationship‑building capability.

Required skills

• Intermediate to advanced Microsoft Excel.
• Intermediate to advanced Microsoft PowerPoint.

What we offer

• Flexible working arrangements.
• Access to health and wellbeing services.
• Discounts on selected ANZ products and services.