About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Customer Resolution Quality Assurance & Training Officer, you will be responsible for ensuring high quality customer resolution outcomes through quality assurance reviews, coaching, training, and ongoing support to the team. You will partner closely with the Customer Resolution Manager and stakeholders across the Pacific to enhance capability, improve operational outcomes, and ensure compliance with ANZ policies and regulatory requirements.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Fixed-term, 12 months
Role Location: ANZ Pacific Operations, Kalabu
Note: Multiple positions available

What will your day look like?

As the Customer Resolution Quality Assurance & Training Officer, you will be responsible for:

•    Conducting quality assurance reviews of customer resolution activities and provide feedback to improve performance.
•    Delivering training, coaching and capability uplift initiatives across the Customer Resolution team.
•    Supporting the development and maintenance of training plans and learning materials.
•    Providing guidance and subject matter expertise on customer resolution processes and lending practices.
•    Identifying process improvement opportunities and support the implementation of quality initiatives.
•    Building strong relationships with stakeholders and ensuring effective communication across teams.
•    Supporting compliance with policies, procedures, governance requirements and operational controls.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

•    Experience in lending, credit operations, customer resolution, quality assurance or a related banking environment.
•    Strong coaching, training and facilitation skills.
•    Excellent written and verbal communication skills.
•    High attention to detail and a commitment to quality outcomes.
•    Ability to analyse complex information and identify improvement opportunities.
•    Strong stakeholder management and relationship-building capability.
•    Intermediate to advanced Microsoft Office skills, particularly Excel and PowerPoint.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 124871.

Job Posting End Date

29/10/2026, 11.59pm, (Melbourne Australia)