MUFG Pension & Market Services is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have over 6500 employees across 4 continents and continue to grow every day.
MUFG Retirement Solutions is the largest business under MUFG Pension and Market Services and we are the leading administrator for super funds in Australia. Many of our clients are household names. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth.
We are a diverse team with employees from various cultural and linguistic backgrounds, and we make sure to celebrate the successes of our clients and our people.
The Role
The Quality Control Specialist plays a critical role in supporting the delivery of exceptional member experiences within the Contact Centre environment. Acting as the first point of escalation and subject matter expert, you will provide real‑time support to Customer Service Officers (CSOs), helping resolve complex queries and issues efficiently and accurately.
In addition to frontline support, this role is responsible for quality assurance, monitoring, and continuous improvement to ensure all member interactions meet agreed quality, compliance, and service standards. You’ll work closely with Training, Coaching, Team Leaders, and other stakeholders to uplift capability, identify learning gaps, and drive consistent service excellence.
Key Accountabilities and main responsibilities
- Act as a subject matter expert on fund‑specific processes, procedures, and business rules to resolve complex and escalated member queries
- Provide real‑time technical support to Customer Service Officers via support channels and floor‑based assistance
- Deliver exceptional member experiences through accurate, timely, and professional guidance on inbound and outbound queries
- Investigate and take ownership of complex member enquiries, complaints, and escalations through to resolution
- Monitor and assess the quality of CSO interactions in line with the Quality Assurance plan
- Produce and manage QA reporting, insights, and ad‑hoc reporting as required
- Partner with stakeholders to identify trends, training gaps, and improvement opportunities
- Contribute to the development and continuous improvement of training content and programs
- Support CSO capability development through feedback, coaching insights, and knowledge sharing
- Actively contribute as an SME to projects, change initiatives, and business improvements
- Ensure all activities comply with legislative, policy, privacy, and governance requirements
Demonstrate Link Group values through professionalism, integrity, collaboration, and commitment
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Experience & Personal Attributes
- Strong understanding of superannuation legislation and industry practices
- Sound knowledge of superannuation products, including pensions
- Previous experience in quality assurance, escalation support, or subject matter expert roles (highly regarded)
- Excellent investigation, analytical, and problem‑solving skills
- Strong verbal and written communication skills, with the ability to explain complex information clearly
- High attention to detail and a strong focus on accuracy and quality
- Proven ability to prioritise work, manage competing deadlines, and work collaboratively
- Customer‑focused mindset with a commitment to delivering high‑quality outcomes
- Proficiency in Microsoft Office and relevant systems
Motivated to continuously learn and stay current with industry changes and best practices
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Some of our Employment Benefits
- FlexiWorks – enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance supportv
- Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft!
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Culture at MUFG Pension & Market Services
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.
Background Checks
Please note that all successful applicants are required to undergo background checks that include Police Checks and Work History Verification.
