Customer Resolution Quality Assurance & Training Officer

About the role

The Customer Resolution Quality Assurance & Training Officer ensures high‑quality outcomes for customer resolution activities. The role involves reviewing work, providing feedback, delivering training and supporting compliance across the ANZ Pacific Operations.

Key responsibilities

• Conduct quality assurance reviews of customer resolution activities and give actionable feedback.
• Design and deliver training, coaching and capability‑uplift initiatives for the Customer Resolution team.
• Develop and maintain training plans and learning materials.
• Identify process‑improvement opportunities and support implementation of quality initiatives.
• Provide guidance on customer resolution processes, lending practices and regulatory requirements.

Required profile

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

Required skills

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