Capability & Quality Specialist

ANZ aspires to have an excellent reputation with customers, regulators and ombudsmen.
This role is a key contributor and partner to the Complaints Team.
As a champion for quality and fair treatment of customers and meeting regulatory obligations, the Capability & Quality Specialist:

• Drives efficient and effective complaint management and fair and consistent complaint outcomes;
• Continuously improves complaint processes, knowledge resources and training content;
• Provides coaching and feedback to staff to continuously uplift customers' complaint experience.
  

This role is accountable for:

• Complaint case assessment, documentation, and reporting using the Quality and Fairness Framework;
• Feedback with action plans to Case Managers based on case assessment insights and results;
• Coaching staff to uplift and maintain capability in order to provide fair, consistent and timely customer resolutions;
• Continuously improving complaint processes, knowledge resources and training content and tools based on case assessment insights and results;
• Support Case Managers to ensure the Quality and Fairness Framework and regulatory obligations are understood;
• Providing Business Continuity support to the Complaint Handling teams in times of peak volumes should the appropriate unallocated case threshold be met.
  

Role Location:
Flexible across Australia

Role Type:
Permanent- Full-time hours

We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work.
Some of the skills we are looking for are below, but don't worry if you don't have all of these as learning on the job is the way we work.

• A customer centric decision maker with depth of knowledge and understanding of consumer and regulatory expectations;
• Demonstrated complaint management experience in banking and finance;
• Deep understanding of RG 271, dispute resolution principles as well as knowledge of AFCA processes and requirements;
• Experience in coaching and mentoring;
• Strong written communication skills;
• Demonstrated presentation skills, stakeholder management and influencing skills;
• A data-driven and analytical mindset;
• Experience with Continuous Improvement approaches including root cause analysis, solution design and implementation.
  

There's something special about being part of ANZ.
From the moment you join us, you're part of a team working towards a common goal:
improving the financial wellbeing and sustainability of our millions of customers.

But it's not just our customers who'll feel your impact.
You'll feel it too.
Because at ANZ, you'll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You'll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated.
We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.
If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and searching for reference number 43774.

The Australia and New Zealand Banking Group Limited is an Australian multinational banking and financial services company headquartered in Melbourne, Victoria.