You are a team contributor who enjoys working collaboratively Opportunity to innovate and drive pioneering business initiatives Together we can drive sustainable business growth for our clients See yourself in our team: At CommSec, we’re Australia’s leading online retail stockbroker. We’re investing in digital capability to deliver a seamless, intuitive experience for our customers — putting them in control of their investment decisions. You’ll join a collaborative, high-performing team that values diverse thinking and keeps the customer at the centre of everything we do. We’re building CommSec for the future — and you’ll play a key role in that journey. Do work that matters: As Manager, Quality Assurance, you’ll lead a team responsible for conducting hindsight reviews of customer interactions to ensure all legislative and regulatory requirements are met, along with consistent delivery of service standards. You’ll use insights from QA outcomes to influence frontline performance and drive continuous improvement across the business. More specifically, you will: Lead, coach and support an engaged, high-performing team of QA analysts who provide expert support to frontline teams Manage the day-to-day operations of the team, including weekly team meetings, KPI tracking, leave administration, quarterly reviews and broader team admin Engage with frontline stakeholders to highlight QA trends and drive continuous improvement initiatives Act as a Subject Matter Expert across CommSec products and processes, supporting complex queries Stay across legislative and business changes, translating these into clear guidance for the team Deliver reporting and insights to senior stakeholders, identifying trends, risks and opportunities Drive continuous improvement within the QA function, including process uplift and automation initiatives Foster a strong risk and control mindset, ensuring compliance with the control environment Champion a high-performance culture focused on better customer outcomes We’d love to hear from you if you have: Strong stakeholder management and influencing skills. Experience in a call centre and/or quality assurance environment. Understanding of banking and/or stockbroking. Strong analytical capability with the ability to turn insights into action. Experience managing and developing high-performing teams. Experience in process uplift and change initiatives. A genuine interest in leveraging AI and technology to enhance quality assurance. Understanding of risk and control frameworks. At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in. If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 28/05/2026
