CommSec
ManagerQualityAssurance
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager Quality Assurance at CommSec. Skills: Quality Assurance, Team Leadership, Process Improvement. Lead a team responsible for conducting hindsight reviews. Ensure legislative and regulatory requirements are met”
What You'll Achieve.
consistent delivery of service standards; influence frontline performance; better customer outcomes
Industry & Context.
analytical capability; turn insights into action
What They're Looking For.
Must Have
stakeholder management and influencing skills, Experience in a call centre and/or quality assurance environment, Understanding of banking and/or stockbroking, analytical capability with the ability to turn insights into action, Experience managing and developing high-performing teams, Experience in process uplift and change initiatives, A genuine interest in leveraging AI and technology to enhance quality assurance, Understanding of risk and control frameworks
Nice to Have
A genuine interest in leveraging AI and technology to enhance quality assurance
What You'll Do.
Lead a team responsible for conducting hindsight reviews
Ensure legislative and regulatory requirements are met
Drive continuous improvement across the business
Manage the day-to-day operations of the team
Engage with frontline stakeholders
Act as a Subject Matter Expert
Deliver reporting and insights to senior stakeholders
Drive continuous improvement within the QA function
Foster a risk and control mindset
Champion a high-performance culture
How You'll Work.
Team & Collaboration
working collaboratively; collaborative, high-performing team; Engage with frontline stakeholders; support frontline teams
Communication Scope
influencing skills; translating these into clear guidance
Process & Methodology
process uplift, change initiatives
Full Job Description
* You are a team contributor who enjoys working collaboratively * Opportunity to innovate and drive pioneering business initiatives * Together we can drive sustainable business growth for our clients **See yourself in our team:** At CommSec, we’re Australia’s leading online retail stockbroker. We’re investing in digital capability to deliver a seamless, intuitive experience for our customers — putting them in control of their investment decisions. You’ll join a collaborative, high-performing team that values diverse thinking and keeps the customer at the centre of everything we do. We’re building CommSec for the future — and you’ll play a key role in that journey. **Do work that matters:** As Manager, Quality Assurance, you’ll lead a team responsible for conducting hindsight reviews of customer interactions to ensure all legislative and regulatory requirements are met, along with consistent delivery of service standards. You’ll use insights from QA outcomes to influence frontline performance and drive continuous improvement across the business. **More specifically, you will:** * Lead, coach and support an engaged, high-performing team of QA analysts who provide expert support to frontline teams * Manage the day-to-day operations of the team, including weekly team meetings, KPI tracking, leave administration, quarterly reviews and broader team admin * Engage with frontline stakeholders to highlight QA trends and drive continuous improvement initiatives * Act as a Subject Matter Expert across CommSec products and processes, supporting complex queries * Stay across legislative and business changes, translating these into clear guidance for the team * Deliver reporting and insights to senior stakeholders, identifying trends, risks and opportunities * Drive continuous improvement within the QA function, including process uplift and automation initiatives * Foster a strong risk and control mindset, ensuring compliance with the control environment * Champion a high-perform
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