We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

Are you passionate about ensuring fairness, quality and continuous improvement? Do you champion excellence in customer experience?

It starts here. With Bendigo Bank… and you.

As a Quality Analyst in Customer Resolutions, you’ll play a critical role in upholding our Quality Assurance framework, reviewing complaints files and providing insights that drive better customer outcomes.

Working closely with our retail and contact centre frontline staff, complaints case managers, and leaders, you will coach and support teams to enhance resolution quality and compliance with RG271 and industry standards.

Your keen analytical skills will help identify trends, systemic issues, and opportunities for process improvement. With a strong focus on collaboration, stakeholder engagement and customer advocacy, you’ll contribute to building a best in its class resolution experience, directly enhancing the customer journey.  

Key responsibilities:

• You will conduct thorough quality assurance reviews across complaint cases, ensuring consistent and fair outcomes for customers in alignments with QA guidelines.
• You’ll provide recommendations with actionable improvement strategies to enhance the customer experience.
• You will foster strong relationships with leaders and staff, offering coaching and guidance to support effective resolutions.

To succeed in this role, we’d love you to have:

• Comprehensive understanding of RG271 and consumer protection laws related to financial products and services.
• The ability to coach and mentor staff, driving continuous improvement in quality performance.
• Expertise in building and maintaining productive relationships with key stakeholders, ensuring alignment with business goals.
• The ability to analyse and assess compliance with relevant regulations and industry standards. (Banking and Finance industry desired)
• Ability to identify emerging issues, trends, and potential risks, with a proactive approach to escalation and resolution.
• Extensive customer-facing experience within the financial services industry, with a focus on delivering exceptional customer outcomes
• Highly developed communication skills, with the ability to translate data and insights into clear, actionable recommendations for senior leadership and key stakeholders.

We offer flexible work options that put our people first and a hybrid model of minimum 60% on site attendance (as of July 1st) in a local Head Office p/week

This role is a Permanent, Full-time role based at any of our head office locations

So, why work for us?

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
• We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.

We are committed to responding to all candidates, regardless of the outcome of your application.

Bendigo and Adelaide Bank does not permit the use of A.I. by Applicants during interview or other parts of the selection process including psychometric and behavioural assessments, virtual panel interviews and assessment centres, scenario-based assessments and presentation material. Therefore, Applicants using A.I. in any of these circumstances will be ineligible to proceed. ​
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We understand traditional recruitment processes may present barriers for some people. Therefore, if you require reasonable adjustments, please speak with your Talent Acquisition Advisor who will be happy to assist you - as this restriction does NOT include software/technology used to support Applicants who require reasonable adjustments.