Description Who We Are At Pepper Money, we’re dedicated to helping people succeed—whether it’s buying a family home, a dream car, developing professionally, or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 24 years, we’ve achieved a lot, but our proudest accomplishment is helping over half a million Australians reach their goals with our ever-expanding lending options. The Role The purpose of the Quality Improvement Manager is to enable the Pepper Moneys Service and Solutions teams to provide “best in class” service experience for Australian and New Zealand customers by leading and managing customer quality improvement initiatives across the Customer Service and Solutions space. Continuous growth: Analysing data to identify trends and key areas of focus and opportunities within the customer service and solutions teams. Preparing and presenting reports on Quality improvement initiatives.\ Stakeholder Management: Drive and implement quality improvement strategies and plans by developing cross-functional teams. Drive success: Develop and monitor key performance indicators related to quality. About you Based out of our Parramatta office, we’re looking for someone who has A customer-centric mindset, acting as an advocate for customers and ensuring their experiences are positive and aligned with our principles. Finance industry knowledge : Understanding of the rules and regulations guide the customer service lifecycle within the financial industry with experience implementing and managing controls and quality management. Customer service and contact centre experience : Experience working within a contact centre environment including collections, hardship and complex case management. Drive change: Experience in change management and utilising reporting to improve work practices. At Pepper Money, collaboration is just as vital as your skills. Our values are the heartbeat of our success, driving everything we do: Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary. Balanced : We set our customers up for success, crafting win-win outcomes that are both human and profitable. Real : We keep it honest and respect everyone, building genuine connections. Our Benefits At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values-driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone: Development : a full suite of development opportunities and a great team to learn from Recognition : Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives Flexibility : Embrace our hybrid working model, flexible parental leave policies and purchased leave options Health and Wealth : Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet Referral Bonus : Earn $2000 for referring great people. If this role sounds like it’s for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you. For more information on Pepper visit www.peppermoney.com.au. Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values.
