Why the role matters
Quality assurance is about more than checking whether a process was followed. In this role, you’ll help teams understand what is working, where risks or control gaps may exist, and how services and processes can be improved.
Your insights will support stronger regulatory compliance, reliable data, better operational performance and positive outcomes for members. You’ll work across areas that may include Fraud Operations, the National Contact Centre, Operations Member Experience and Operations Support.
What you’ll gain
- Purposeful work that supports members, trust and responsible banking.
- Exposure to quality, risk and control activities across several operational teams.
- Opportunities to apply analytical thinking to real service and process challenges.
- Cross-functional collaboration with Operations, Risk, Compliance and business leaders.
- The chance to influence practical improvements through clear evidence and insight.
- These EVP themes reflect The Guardian persona’s focus on purposeful work, continuous learning and cross-functional collaboration.
What you’ll do
- Review customer interactions across voice and non-voice channels, as well as operational activities, against policies, procedures, service standards and regulatory obligations.
- Identify and escalate quality, compliance and operational risk issues, providing assurance over the effectiveness of key first-line controls.
- Develop and improve quality assurance frameworks, standards, methodologies and monitoring programmes.
- Participate in control walkthroughs, identify gaps and recommend practical risk mitigation or process improvements.
- Analyse quality and data integrity results to identify trends, root causes and actionable insights.
- Communicate findings clearly and work with stakeholders to strengthen capability, controls and member outcomes.
What you’ll bring - A strong understanding of contact centre and/or back-office operational processes.
- Knowledge of compliance requirements, privacy obligations, and customer authentication and verification controls.
- An understanding of quality assurance, risk management and control assurance principles in an operational environment.
- Strong analytical and problem-solving skills, including the ability to identify trends, risks, root causes and improvement opportunities.
- Clear written and verbal communication, with the ability to explain findings, risks and recommendations to different stakeholders.
- High attention to detail and a commitment to quality, accuracy and compliance.
- Intermediate or advanced Microsoft Excel skills, with capability across the Microsoft Office suite.
Nice to have - Experience in quality assurance, operational risk, control assurance or service monitoring within financial services.
- Experience conducting quality reviews, assurance activities or control walkthroughs in a regulated environment.
- Exposure to First Line of Defence risk and control frameworks.
- Knowledge of Fraud Operations.
- Experience with the Bank’s core banking systems or Genesys Cloud.
- If you bring most of this experience but not every nice-to-have, we encourage you to consider applying.
About TMBL
Teachers Mutual Bank Limited is one of Australia’s largest mutual banks.
For 60 years, we’ve been helping Australians achieve their financial goals while staying true to our purpose: banking for good.
As a 100% member-owned bank, our profits are reinvested to benefit our members, communities and the causes that matter most. Our commitment to social and environmental impact is embedded in everything we do - from the products and services we offer to the way we support our people and communities.
We’re proud to be a Certified B Corp, reflecting our commitment to high standards of social and environmental performance, transparency and accountability.
Across our five retail brands, we support more than 280,000 members, including many working in education, emergency services and healthcare — people who make a difference in communities every day.
When you join our bank, you’ll become part of a values-led organisation where passion, excellence, growth and sustainability guide the way we work. Together, we’re creating an inclusive culture, delivering great member experiences, and proving that banking can be a force for good.
How to apply
Please click the APPLY button and follow the prompts.
For a confidential conversation, please contact
••••@tmbl.com.au.
Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.
