It takes a team with exceptional interpersonal skills and a can-do attitude to deliver great customer service. People who are always prepared to go the extra mile to find solutions that satisfy the needs of our customers and business. People who want to place themselves optimally to develop their capabilities. So if you enjoy a culture of open exchange and mutual trust, and you’d like to take on a fast-paced role within a highly motivated team, join us in driving the future of personalised financial services. Our Collections team is currently looking for a Quality Assurance and Governance Consultant. The role is responsible for the operational steering of the Collections landscape in the Australian and New Zealand markets. This is a full time position at the Mulgrave office based in the south-eastern suburbs. What awaits you? The role will work with our Collections outsourced external provider to ensure that the BMW Collections approach is industry leading, appropriate and ensures that respectful customer interactions are consistently delivered in line with the Quality Management Framework implemented by BMW. The role is responsible for: ‘In-time’ support, communication, coaching and ensuring the provider has the most up to date processes and policies to support the BMW customer base. Coordinating the Collections tender / projects including management of the Service Level Agreement requirements between BMW and the external service provider for quality and control activities. Steering and monitoring the provider’s operation performance ensuring it meets agreed contractual obligations, BMW’s standards and regulatory requirements. Drive vendors to deliver and achieve KPI targets. Quality assurance checks and calibrations with the provider including site visits to ensure frameworks and performance are maintained to a premium level following due diligence requirements. Implementing required performance reporting to ensure key performance indicators are regularly monitored and Collections quality score targets are achieved. Change management and support with testing the provider’s controls framework to ensure they adhere to BMW’s process and regulatory obligations. What you should bring along? Tertiary qualification or degree with at least 2 years of relevant experience in a quality assurance control function / vendor management. Skills in tools, concepts and methodologies for quality control with the demonstrated ability to coach others on these topics. Strong process orientation and organisational skills. Demonstrated knowledge of quality management and reporting. High attention to detail and able to efficiently manage time and priorities. Well-developed analytical and problem-solving abilities. Strong written and verbal skills with the ability to network well. Knowledge of contact centre systems and technology. Be able to work autonomously and make independent decisions. Ability to develop effective working relationships across a broad range of stakeholders. What do we offer? Attractive remuneration Flexible Work policy and practices Health & Wellbeing initiatives Lifelong learning & career development BMW & MINI promotions and product offers Annual spend on BMW & MINI merchandise Free onsite parking Onsite café Subsidised onsite gym, dry cleaning and car wash facilities A dynamic, inclusive and sustainable working environment BMW Group is an equal opportunities employer and takes great pride in fostering and promoting diversity in every aspect of our work life and culture. We highly regard the skills, knowledge, experience, ideas, perspective and energy our diverse workforce brings into the company. Employment at BMW Group Australia is conditional upon pre-employment checks undertaken by the candidate on request and clearances received. This includes qualifications and employment checks, relevant background checks and may include Nationally Coordinated Criminal History Check(s) and credit check(s). By submitting an application for a role at BMW Group Australia the candidate confirms: They have valid rights to work in Australia They agree to undertake integrity checks upon request should their candidacy progress to an offer of employment.
