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Quality Control Specialist

Link Group -
Docklands VIC

Apply Now

Job Details

Benefits

Parental leave
Employee assistance program
Employee discount
Paid volunteer leave
Salary packaging

Qualifications

Customer service
Microsoft Office
Quality assurance
Scalability
Communication skills

Full Job Description

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

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

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!

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.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

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 the MUFG Pension & Market Services journey 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.

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.

Apply Now

Refine Your Search

quality assurance administrator jobs

Quality Control Specialist

Care Administration Officer

Senior Contracts Administrator

Branch Administrator

Database Administrator

Contracts Administrator

Shore Excursions Administrator

Contracts & Commercial Professionals - Part Time

Calibration Laboratory Administrator

Senior Team Coordinator

Service Coordinator

Project Administrator - Brisbane

Document Controller - Marsden Park

Medical Administration Registrar

Management Advisor

Advanced Associate, Test Center Support

Contracts Administrator - Bennett Constructions

Security Administrator

Site Supervisor - Regional

Project Administrator - Rail & Metro

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