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Quality Assurance Analyst

Full Time, Permanent — Sydney, NSW

Apply now or see all openings

Quality Assurance Analyst

What you'll do

  • Maximise the productivity of the team and ensure high standards of quality service are delivered to our customers  
  • Help create clear measures of success at individual, team, and department level 
  • Manage required reporting and metrics, highlighting key trends, gaps in process, and areas of improvement 
  • Monitor daily reports, calls, dashboards generated by multiple systems 
  • Ensure verbal & written communications are of suitable quality and meet our brand 
  • Proactively identify process gaps and work with your team and key stakeholders to develop possible solutions and improvements 
  • Engage with the Continuous Improvement team to determine improvement prioritisation, support requirements, implementation and training 
  • Work with the workforce analyst to provide regular coaching and training to individuals and teams 
  • Review and contribute towards existing operational policies and guidelines 
  • Implement and monitor call/non-verbal communication monitoring, reports, dashboards 
  • Provide strategic direction of quality assurance for Brighte’s front line teams 
  • Manage stakeholder relationships across the Operations Leadership team, Credit, R&C, Sales, IT Ops & Energy 
  • Who you are

  • Aligned to Brighte’s Values which are Deserve the Customer, Brighter Together, Call the Ball, Be Human and Think Big Stay Green 
  • Experience identifying, coaching, engaging and developing customer service talent 
  • A team player with excellent written and verbal communication and interpersonal skills  
  • Be agile and have a strong willingness to accept and embrace change 
  • Ability to manage difficult conversations and provide constructive feedback to team members 
  • A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business 
  • Experience managing and influencing both internal and external stakeholders 
  • Proven ability to work under pressure and manage customer and business expectations 
  • Have an innovative approach with a focus on continuous process improvement 
  • Able to work autonomously 
  • Open, honest, respectful, and trustworthy 
  • Organised and proactive; 
  • Demonstrate high Integrity 
  • At least 3 years experience as a QA 
  • Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The Anti-Money Laundering, and Counter-Terrorism Financing Act, Privacy Act; and National Consumer Credit Protection Act. 
  • Why Brighte

  • Employee Share Options. We want to build a successful company which means sharing the potential upside together.
  • Flexible working. It's all about balance so feel free to work from home when you need to.
  • Generous Parental Leave Policy. We couldn't get where we are today without our families.
  • Diversity and Inclusion. Winning Best Workplace Diversity award at the 2020 Finnies.
  • Employee Assistance Program. For confidential financial, work, relationship, or wellbeing support.
  • Recognition and Reward Brighte Stars program. We drive a culture of recognition and celebration by shining a light on our accomplishments and everyday victories.
  • Nutritious food. A well-stocked pantry including free breakfast, daily fresh fruit, espresso coffee, yoghurt, Tim Tams and many more snacks to make work feel a little more like home. We've also got kombucha, beer, and wine on tap.
  • End-of-Trip Facilities. Cycle into work, lock up your wheels, and have a shower in our end of trip facilities with towel service and hair dryers.
  • Apply now or see all openings
    Mix of Brighte staff and company stats Mix of Brighte staff and company stats

    Glassdoor

    Don’t just take our word for it. Here’s what people are saying on Glassdoor.

    “Simply the best place. you wont regret here. Lot of stuff to do and learn and you're free to do so.”

    Software Engineer Current Employee

    “Heaps of opportunity to grow exponentially. Working with Katherine is an experience in itself. Fast paced not startup anymore.”

    Operations Current Employee

    “Friendly people, efficient team, good career opportunity”

    Team Leader Former Employee

    “Good working environment and work-life balance.”

    Investment Manager Current Employee