Customer Quality Assurance Specialist at Tyro

Operations, Full-time, 155 Clarence St, Sydney, NSW, 2000 sydney full-time
Posted 28 days ago

Who we are

Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 475 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

As a Quality Assurance Specialist you will be responsible for completing Quality Assurance for a varying group of teams across multiple methods of communication such as phone calls, emails, SMS as well as process checks on administration tasks. You will work alongside the Risk, Quality and Compliance Team and stakeholders to analyse and report on qualitative data to identify improvement opportunities and take part in process improvement projects.

Duties & Responsibilities

  • Take ownership of the quality assurance program within the Customer team (Sales, Customer Success, Customer Support, Partnerships)
  • Perform call listening and process checks on Customer team interactions to ensure compliance obligations are being met and that we are providing a high level of Customer Service
  • Design effective and efficient controls testing to provide independent assurance that key controls are working effectively across the Customer team
  • Ensure controls are appropriately executed and evidenced
  • Document results and provide feedback to the leadership team and individuals in the Customer team
  • Drive continuous improvement of the QA program
  • Establish and maintain close working relationships with key stakeholders, ensuring an appropriate level of risk and compliance support
  • Assist the business in establishing Key Risk Indicators (KRIs) that enable effective monitoring of risks and early identification of potential issues
  • Monitor the implementation of the Tyro risk management framework in the Customer team including investigating and reporting progress against risk remediation plans and issues
  • Synthesise results of quantitative and qualitative analyses into key trends, implications, and recommendations
  • Produce basic reports and draw conclusions from existing reports to make suggestions & recommendations
  • Responsible for logging issues and incidents and ensuring action is taken on open incidents
  • Experience/Skills Required:

  • 2+ years in Contact Centres or Sales environments in financial services
  • Solid understanding of risk and compliance management practices in financial services
  • Intermediate understanding of Quality Assurance frameworks and their application
  • Desired Attributes:

  • Exceptional attention to detail
  • Thrives in a dynamic environment
  • Ability to prioritise competing demands and balance the needs of our staff, our customers and our business
  • Thrives in working in ambiguous environments and bringing structure to the chaos
  • A solid understanding of risk and compliance obligations in front line teams in financial services
  • Ability to influence and manage multiple organisational stakeholders to balance the needs of our customers and business
  • Why work for us

    We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

    🎥 Take a look here what it's like to work at Tyro

    Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australia businesses.

    Our almost 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. We offer some amazing employee benefits such as a generous learning & development budget for training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, and not to mention our multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and an awesome rooftop area for socialising, all available to be enjoyed. 

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    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.