Title:  Quality Assurance & Compliance Lead

Ko mātou tēnei – our organisation

At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders. 

We are delighted to announce that we have been awarded a #2 ranking in Randstad’s Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.

We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

Ko tō tūranga – your role

The purpose of the Quality Assurance & Compliance Lead is to lead the enhancement and/or development of Compliance, Quality and Audit program/s across the One New Zealand Frontline teams (Contact Centre & Retail). You will set the standards in audit and assurance practices that adhere to regulatory requirements, industry standards, and internal policies. You will ensure the ongoing programs are in line with business needs and drive the team in delivering consistent standards across all Frontline channels.

Ko tō mahi – what you’ll do

• Lead and coach a team of 6 FTE (QA, Compliance & Channel Specialist’), support them in delivering to their core metrics and grow their knowledge and proficiency in role.
• Develop and maintain comprehensive channel compliance programs, ensuring alignment with laws, regulations, and company policies.
• Update compliance programs in response to changes in regulatory requirements.
• Conduct regular risk assessments to identify compliance issues within channel operations and implement strategies to mitigate risks.
• Develop, enforce, and communicate channel compliance policies and procedures to ensure consistent adherence to regulatory standards.
• Lead internal audits, investigations into reported compliance concerns, and collaborate with relevant stakeholders to address and resolve issues.
• Ensure monthly, quarterly system access audits are performed ensuring integrity of access to One NZ systems are monitored.
• Manage processes and audit of all channel onboarding / offboarding of users.
• Constantly look for ways to improve workflow and administrative processes.

Na tōu rourou - what you’ll bring

• Proven experience in instigating compliance, quality and audit programs for frontline teams in a Medium to Large Enterprise.
• You will have at least 2 years effective experience in a leadership role
• Capability in driving requirements to systems and tooling build to deliver visibility of outcomes.
• You will be strong minded with a firm but fair attitude – you will spearhead investigations into all areas of quality, be able to assess and be realistically fair across outcomes.
• The ability to be responsible and accountable for delivering results in line with wider business strategies.
• Analytical mindset – able to pull trends from data and summarize necessary outputs.
• Able to develop a culture of continuous improvement and lead through change.
• Able to communicate across all levels and capable of presenting to senior management of business associated risks or areas for improvement.

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• 4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.
• Laptop, unlimited data plan, market leading cell-phone for business or personal use.
• Lifestyle leave where you can purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

At One New Zealand, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.

Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.