Customer Resolution Quality Assurance & Training Officer
Salary not disclosedPosted 1 day ago
Closes in 8 days
About the company
ANZ is a major bank operating in Fiji and across the Pacific. It aims to improve the financial wellbeing and sustainability of its customers and communities.
About the role
This role sits within the Customer Resolution team at ANZ Pacific Operations, Kalabu, and is a fixed-term position for 12 months. The Customer Resolution Quality Assurance & Training Officer is responsible for ensuring high-quality customer resolution outcomes through quality assurance reviews, coaching, training, and ongoing team support. The role partners closely with the Customer Resolution Manager and stakeholders across the Pacific to enhance capability, improve operational outcomes, and ensure compliance with ANZ policies and regulatory requirements.
Key responsibilities
- Conducting quality assurance reviews of customer resolution activities and providing feedback to improve performance.
- Delivering training, coaching and capability uplift initiatives across the Customer Resolution team.
- Supporting the development and maintenance of training plans and learning materials.
- Providing guidance and subject matter expertise on customer resolution processes and lending practices.