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Senior Quality Assurance Officer

3 weeks ago

Mount Victoria, New Zealand Rabobank Full time

Job Overview & Purpose:
Assures consistent quality of operational outputs by developing and enforcing procedures to inspect and report quality assurance issues and monitor operations that affect quality.

Context of Job:
The Operations team forms part of the COO Domain and is responsible for ensuring that the Operations department makes a significant contribution to supporting the overall Rabobank Australia & New Zealand Group (RANZG) Strategy, manages risk to within the overall Risk Appetite of RANZG and demonstrates and champions leadership, open mindedness, commitment and flexibility to find better ways of working, through strategy, structure and approach.

The Quality Assurance, Senior Officer will provide feedback to those whose quality is inspected and report this to the wider operations business creating reports tracking current and targeted quality assurance levels. The Quality Assurance Office will be responsible for developing and executing quality reviews and performance plans while developing process improvement initiatives.

The Quality Assurance, Senior Officer function fits into the Operations services provided to the bank and forms part of the bigger Operations Group, reporting to the Active Operations Leader, Operations and provides data and analytical reporting to the Business Manager, Operations.

Key Responsibilities and Accountabilities:

- Undertake review of all work requests and complete quality assurance to ensure that work request is completed according to customer request, in line with procedures materials and meets all compliance and legal requirements;
- Undertake quality assurance measures for all NZ Operations Business Units - Client Integrity Unit (CIU), Payments, Call Centre, Securities & Settlements (SAS);
- Report processing deficiencies to the Team Leader based on both individuals quality assurance outcomes
- Identify process improvements, and training gaps to Team Leader, and provide support to Team Leader and staff member;
- Develop performance remediation measures with Team Leader to address issues identified with individuals or trends noticed over multiple persons;
- Share technical knowledge with team by becoming technical specialist for team on key processes. Be able to help Team Leader to coach individuals to greater levels of performance;
- Maintain open communication with Team Leaders to ensure all quality assurance tools are accurate to current regulatory and business requirements;
- Monitor all operations that affect quality;
- Establish and improve on the Quality Assurance framework - focusing on overall improvements in quality assurance and timeliness of processing of requests. In particular support continuous improvement projects and initiatives within the team;
- Assist and participate in User Acceptance Testing when required for upcoming system releases and process changes. Provide consultancy to the Project Leader at their requirement during any stage of a project’s lifecycle;
- Focus on team quality levels, and ensure that all work requests are completed accurately first time;
- Report on quality assurance review findings to Team Leaders and Business Manager;
- Ensure all legal standards are met;
- Liaise with 1st, 2nd and 3rd line risk concerning quality assurance matters;
- Work towards achievement of related KPI’s.

Qualifications:

- BCom in business administration or relevant field
- Certification of quality control is a strong advantage

**Experience**:

- At least 3 - 5 years’ experience in financial services
- Proven experience as a Quality Assurance, Senior Officer or relevant role

Knowledge:

- Thorough knowledge of methodologies of quality assurance and standards;
- Good knowledge of MS Office and databases;
- Detailed knowledge of relevant legislation - FATCA, AML, banking;
- Operational knowledge of both RaboDirect and Rabobank divisions of the bank which includes the functions and purposes of the CIU, SAS, Call Centre and Payments.

**Skills**:

- Excellent numerical skills and understanding of data analysis/statistical methods;
- Outstanding communication skills;
- Great attention to detail and a results driven approach;
- Excellent organisational and leadership abilities;
- Ability to resolve problems through obtaining support and “buy in” from others within the organisation;
- Ability to coach others;
- Ability to develop skill performance management plans ;
- Ability to be a point of technical reference for improved quality ad processing within the team;
- Ability to assist in leading/completing projects
- Ability to preparing recommendations for process improvements and drive these through to completion;
- Ability to coach and support Team Leader with training and development of colleagues;
- Project Management skills;
- Good Process Review skills;
- Detailed understanding of systems and processes within RaboDirect with customer onboarding - as well as the compliance requirements;
- Solid understanding and appreciation of op