Senior Quality Assurance Lead - Dispute Resolution We currently have an exciting opportunity for a passionate and customer-focused QA Lead to join the Dispute Resolution Team. What's the opportunity? As the Senior QA Lead (Dispute Resolution), you will play a crucial role in upholding Qudos Bank’s commitment to delivering fair and consistent resolutions for customer complaints across the organisation. The Senior QA Lead will play a pivotal role in establishing a comprehensive QA framework for reviewing and quality checking resolved complaint files, including the development of QA scorecards used throughout Qudos Bank. In this role you will conduct rigorous reviews and quality checks across our customer service teams ensuring compliance with regulatory requirements and driving continuous improvement in complaints handling and resolution. Key duties include: Provide coaching, feedback, and regular reporting to key stakeholders Drive continuous improvement in team members’ written communications, process adherence, and overall operational capabilities Analyse and identify potential systemic issues Process risks arising from complaints handling process and escalating them for further investigation Educate team members on evolving regulations What you will bring: Demonstrated hands-on experience in complaints resolution within the banking sector highly desired A deep understanding of the stringent regulatory landscape, particularly ASIC RG271 internal dispute resolution Proven expertise in executing quality assurance and quality checking processes for both written and verbal customer communications A track record of providing constructive coaching and feedback to develop operational teams and drive positive change What is it like to work with us? Our HQ is in Mascot where you'll receive discounted on-site parking, HQ based roles work on a hybrid model. Hybrid for us is 3 days a week onsite. At Qudos Bank we live and breathe our values. These values are the foundations of how we recruit great people, make decisions, perform our roles and interact with each other and our customers, this is our “Qudos Way”. F ind out more about The Qudos Difference at https://www.qudosbank.com.au/about-us/who-we-are/the-qudos-difference/ You will also receive lots of other fun perks including additional leave options, such as: Career Development: access to learning platforms, study leave and various training opportunities Fitness Passport Program and Onsite Gym Hybrid Work Model - Mascot HQ and work from home Birthday leave, Parental leave Wellbeing initiatives; including wellbeing grants, skin checks, health checks and more Who are Qudos Bank? At Qudos Bank we strive to be to be the bank our customers value the most. We believe in doing the right thing for our customers and community and in the power of people coming together to pursue financial freedom. We started as Qantas Credit Union, more than 65 years ago. We may go by a different name compared to when we began in 1959, but there is one thing that has never changed - our owners. As a customer-owned bank, we do things a little differently. Right from the beginning, we’ve put our customers front and centre making sure that everything we do directly benefits them. For successful candidates, Qudos Bank conducts mandatory background screening in accordance with current legislation. Checks include, but aren't limited to criminal record, bankruptcy, employment & qualification verifications, identity, and immigration checks