Quality Assurance Analyst

2 weeks ago

Auckland City, New Zealand Fidelity Life Full time

Supportive team environment
- Excellent leave benefits
- Life, Trauma and Health cover

In keeping with their journey to being truly customer-led, Fidelity Life are strengthening their governance, conduct and quality assurance efforts to build confidence that their customers’ outcomes and experiences are where we expect them to be.

Working closely with the wider Sales and Service (SaS) business unit, this role will lead the SaS Quality team to oversee all activities and tasks that must be accomplished to maintain and continually improve a desired level of service excellence. Responsible for the development and implementation of inspection activities, and the detection and resolution of problems.

Key Accountabilities:

- Plan, communicate and oversee quality testing/inspection activities of SaS teams and third-party service providers to confirm adherence with agreed SLAs/KPIs and quality deliverables, with a customer-centric focus.
- Develop, document and maintain an Operational Quality Management Framework that includes definition of how quality service delivery will be measured and rated, the frequency of testing/inspection activities, calibration of findings and how findings will be reported to relevant stakeholders etc. ensuring alignment with BU and organisational strategy/vision/standards.
- Work with SaS teams to develop, define, document and continuously maintain the qualitative and quantitative service standards (SLAs) and goals for each function, setting and regularly reviewing KPIs for measurement and agreeing success thresholds.
- Work with SaS teams to identify third party service providers to define, document and continuously maintain the quality standards and goals for each provider, setting KPIs for measurement and agreeing success thresholds.
- Co-ordinate and contribute to the development and implementation of tools and procedures (i.e. systems, scorecards, methodologies) that will enable the effective monitoring and testing/inspection of SLAs/KPIs.
- Lead / co-ordinate the calibration and reporting of QA findings to relevant team managers for execution of correction/remediation actions, ensuring stakeholder buy-in at all stages of the testing process.
- Proactively support SaS teams in the early identification of quality service-related incidents and issues and work collaboratively with the teams to report incidents and issues and close out relevant actions in a timely way.
- Contribute to projects, including FMCA licencing project, (as required).
- Supervise and guide the activities of the Quality Service Analyst(s)
- Ensure the Quality Service team have access to and obtain training and support on systems, policies, procedures, and methodologies, and maintain an appropriate level of knowledge, competence and skill relevant to quality assurance and financial services.

About you:

- Experience in a related field, ideally with supervisory experience.
- Excellent written and verbal communication skills and ability to build relationships with a diverse range of stakeholders.
- Excellent interpersonal and customer service skills.
- Strong experience and understanding of quality assurance methodologies.
- Understanding and experience of the current regulatory environment as it applies to financial services.
- Strong analytical and problem-solving skills
- Good experience and understanding of risk management methodologies.
- Excellent organisational and time management skills with an eye for detail and a proven ability to meet deadlines.

About Us:
Fidelity Life is New Zealand’s largest locally owned and operated life insurer.

We have a clear, winning aspiration, built around transforming our industry through a customer lens. It’s easy to talk that talk, but we are already walking the walk - using smart technology, data & insights and digital capability to unlock a deep understanding of our customers and provide innovative solutions and experiences that meet their needs.

We’re also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education nationwide, to provide better protection for all New Zealand families and whanau.

What’s more, we’ve gone next level with our new flexible working approach, something we call flexiplace flexiplace means our people can work with their leader to determine where and how they want to work, depending on their day. Whether that’s at home, in the office or on the go, we’ve empowered our people to choose how they’ll deliver for our customers, partners and each other.

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