Customer Experience & Quality Assurance Manager

Job Description

Customer Experience & Quality Assurance Manager Join to apply for the Customer Experience & Quality Assurance Manager role at Angle Auto Finance Got the drive? We’ve got the keys. We’re the fastest growing independent auto financier in Australia, working together to put more Australians in the driver’s seat. If you’re driven to be more and do more, the road ahead is yours to take at Angle Auto Finance. We’re tech-forward and fast-moving. You’ll have plenty of opportunities to learn and grow with us. We’re proud of our inclusive, flexible workplace, and how we give back to our communities. And it makes working here genuinely rewarding. If you’ve got the drive to go places, we’ve got the keys to get you there. About the Role: The Customer Experience & Quality Assurance Manager is responsible for the development, implementation and operation of performance and quality assurance programs across interactions with Angle Auto retail customers. This includes interactions by Angle Auto’s collections, hardship, complaints and service teams and interactions between external debt collection agencies and Angle Auto customers. The objective of this role is to improve customer experience & operational efficiency while minimizing compliance risk & credit losses through identification of common trends or themes in customer interactions. This role will suit someone who is passionate about customer experience and who is excited by the opportunity to create a best practice assurance program, supporting customers in a time of need. Lead, develop & implement an independent quality assurance program to monitor the activity undertaken by Angle Auto’s outsourced collections partners. Lead, develop & support the implementation of quality assurance program within Angle Auto’s customer-facing teams. Operate quality assurance controls by conducting daily account review (including call monitoring) across Service, Complaints, Collections, Hardship & Loss Recovery. Facilitate calibration sessions with Angle Auto’s internal leaders and outsourced collections partners. Assist with training and development of Angle Auto’s front-line customer-facing teams. Promote customer advocacy strategies. Assist in the engagement with external customer advocacy bodies. Assist in the development of standard operating procedures (SOPs). Assist in the resolution of operational risk incidents and remediation plans. Experiences: Extensive experience in front line customer-facing contact centre management. Demonstrated experience operating controls in contact centers specifically related to collections, hardship or complaints. Demonstrated experience facilitating training and development in an adult learning environment. Thorough knowledge & appreciation of regulated financial products compliance requirements – ie, Debt Collection Guidelines, NCCP & Privacy Act. Demonstrated ability to drive improvements in customer experience & operational efficiency while minimizing compliance risk & credit losses. Key Stakeholders: External: NCML (Credit Corp), Debt Collection Agencies, Mercantile Agents, Auction house. Internal: Compliance, Hardship & Complaints, Customer care, Credit Risk. Employee Benefits: We have a long list of benefits to suit your needs. Here are a few favourites: Birthday leave: Enjoy a day off on your birthday. Health and wellbeing leave: Take some well-deserved ‘me’ time. Volunteering day: Make an impact with a day dedicated to giving back. $500 ergonomic equipment reimbursement: Invest in comfort and productivity. Recruitment referral program: Earn up to $5,000 for referrals. Employee rate program: Access our best auto finance rates. Paid parental leave: Support your growing family. SPARK: Employee benefits program with discounts and wellbeing support. Purchased annual leave: Gain extra flexibility by purchasing additional leave. Diversity flex leave: Flexibility to observe culturally significant days. How to apply: Select the 'Apply' button above to send your resume through to the Talent Acquisition team. Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. Seniority level Mid-Senior level Employment type Full-time Job function Administrative, Customer Service, and General Business Industries Financial Services, Motor Vehicle Manufacturing, and Banking #J-18808-Ljbffr