About the job
The job is about being a Product Owner – Quality & Coaching at ANZ, where you will play a pivotal role in enhancing quality, coaching, and performance uplift across the Australian Contact Centre network. This position is crucial for simplifying quality processes and modernising coaching through data and intelligent tools, ultimately aiming to improve customer and frontline capabilities at scale. The team values collaboration and continuous improvement, creating an environment where everyone can thrive and grow together.
You'll be responsible for
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Owning and evolving the product vision and roadmap
You will be responsible for the product vision and roadmap for Quality & Coaching across Australian contact centres, ensuring alignment with customer outcomes and regulatory expectations.📝
Translating frontline quality, risk and coaching needs
You will translate these needs into a clear, prioritised backlog with well-defined epics and user stories, ensuring that the team is focused on delivering value.🔗
Leading the end-to-end delivery of QA and coaching capabilities
You will partner closely with Technology, Data, Risk, Legal, Operations, and Change to ensure successful delivery across voice and digital channels.Key criteria
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Quality assurance framework experience
Proven experience owning quality assurance frameworks in Australian contact centres.View
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Product ownership capability
Strong capability in managing product vision and backlog in complex settings.View
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Coaching experience
Demonstrated ability to design effective coaching experiences for frontline uplift.View
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