At AIA we do things differently to make a healthy difference in people’s lives. That difference starts with every individual at AIA. We provide an environment and culture that helps our people live well and enjoy a meaningful life, at work and at home. We’re serious about helping people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. If you want to make a healthy difference everyday - for yourself and others - then we want to hear from you.

The opportunity:

The Quality Assurance Officer role is responsible for monitoring customer interactions via telephone and webchat and ensuring customer satisfaction and compliance standards are maintained. This is a permanent role and we are accepting applications from Sydney (preferred), Melbourne and Brisbane.

To do this successfully you will:

• Call monitoring – review recordings and webchats in accordance with set QA guidelines.

• Provide feedback /workshops to agents on matters relating to quality through one on one coaching using material obtained from the verification and monitoring of agent calls.

• Making sure the correctives (callbacks) are completed within required time frames

• Respond to and escalate issues (Breaches / Complaints) in a timely and appropriate manner and in accordance with company policy/procedure and all relevant legislation/regulatory bodies. This will involve thorough investigation and liaising with responsible parties.

• Conducting Quality Assurance call auditing

Successful applications will have:

• Outstanding communication skills, including effective influencing and negotiation skills

• Ability to establish strong, credible working relationships quickly

• Previous experience in General Advice Call Centre

• Previous experience in Complaints/Dispute Resolution

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills

• Career development through internal mobility opportunities

• Work for a business helping millions of Australian’s and make a difference to someone’s life everyday

• Access additional leave days a year to recharge and refresh yourself

• Enjoy wonderful Health and Wellbeing initiatives that support you

• Work with supportive and inclusive managers

• Flexible working arrangements

Applications close on 10th January 2022. Please expect a delayed response over the new year period.

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

Emily.Vegas@aia.com

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.