ABOUT THE ROLE

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.

• Full-time permanent role
• Melbourne based only

KEY ACCOUNTABILITIES AND MAIN RESPONSIBILITIES

• 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
• Assess and evaluate Letter of Responses (LOR) with scope to expand role to other written correspondence, such as those provided by Comms & Corro and Click 2 Chat teams.
• Work in partnership with key stakeholders to discuss, prioritise activities across the teams.
• 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
• Ownership of Quality Assurance reporting and other ad hoc reporting as required
• Work closely with Complaints Team Leaders, Complaints Team Coach, Quality Assurance Manager and Client to provide desired outcomes
• 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.
• 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
• Living the MUFG Pension and Market Services Core Values; Teamwork, Professionalism, Commitment, integrity, respectAdhering to all legislative requirements required for the role and complying with MUFG Pension and Market Services Privacy a policy and procedures