About Netwealth

Netwealth is a fast-growing fintech company, delivering market leading products with an award-winning and innovative wealth management platform.  We are on a mission to enable people to see wealth differently and discover a brighter future, not just for our clients, but also for our people.

Founded in 1999, with an entrepreneurial spirit, we are one of the fastest growing wealth management businesses in Australia.  With NextGen superannuation and investment technology, we are challenging the status quo.  We are agile and nimble, not stifled by bureaucracy.

We are proud of our team of talented people working hard to make life better for more Australian's.  Our values are who we are, how we tackle decisions, and how we want the world to see us - Curious, Optimistic, Courageous, Collaborative, Agile and Genuine.

The opportunity

The primary purpose of the Quality Assurance & Support Analyst is to monitor the quality output of Service, Administration & Support staff to ensure it meets the Netwealth standard and ensuring consistency with the Service, Administration & Support Quality Framework Standards. In addition to ensuring that Service, Administration & Support staff are properly trained and equipped to consistently provide a high level of customer service, the incumbent will evaluate processed work against the standards and use data to control and improve processes, additionally the candidate will need to provide quality training and be comfortable with having challenging conversations with colleague whose work is being reviewed.

About you

• Strong attention to detail – clarifying detail of tasks, checking outputs for accuracy and completeness, following established procedures.
• Detailed analysis skills – Securing relevant information and identifying key issues and relationships from a base of information; comparing data from different sources; identifying cause-effect relationships.
• Influencing – Using appropriate interpersonal styles and methods to inspire and guide individuals towards goal achievement; modifying behaviour to accommodate tasks, situations, and individuals.
• Communication – Expressing ideas clearly in individual and group situations; adjusting written language or documents that have organisation, structure, and grammar. Adjusting language and terminology to the characteristics and needs of the audience.
• Coaching – Facilitating the development of others’ knowledge and skill; providing timely feedback and guidance to help them reach goals.  
• Experience within the finance industry is essential, as well as experience or exposure to training & development, learning management, and instructional design.
• Relevant qualifications within adult education, instructional design, or related field are preferable.
• Experience with e-learning platforms such as learning management systems and software is preferable.

Roles and responsibilities

• Facilitate and implement the Service, Administration and Support training framework, including but not limited to the induction program, ensuring its delivery, regular review, and continuous improvement by customising it to align with specific client and team learning outcomes.
• Facilitate and develop of mandatory and ad-hoc sessions, as necessary.
• Provide ongoing support beyond the induction phase through tailored coaching and mentoring sessions related to client and team member specific requirements.
• Stay informed about changes in clients, industry trends, legislation, and systems. Guide initiatives driven by these changes.
• Develop and measure learning and development team members against key performance indicators (KPIs).
• Collaborate on creating, documenting, and refreshing learning materials for in-house training.
• Provide regular learning reports and feedback to staff and management.
• Other ad-hoc duties related to training and quality assurance, as necessary or as required.

Life At Netwealth

At Netwealth, people are our core strength, and we invest in our employees no matter what stage of life they are in.  When you're at your best, we're at our best!

We prioritise the growth of our employees, and you'll be able to learn and develop yourself and your career at Netwealth.  We provide access to further education and diverse training opportunities, and we actively support internal mobility. 32% of our jobs filled in 2023 were from internal candidates.

We have a flexible and adaptable hybrid working policy with the expectation you'll spend 4 days a fortnight coming into our state-of-the-art office.  We're located in the heart of Melbourne's CBD and have all the bells and whistles you would expect - including modern end of trip facilities for your commute to work, and breakfast provided daily.

We have a number of benefits that have been designed with a focus on health and well-being, support and growth.  Some of these include:

• Family-friendly workplace, with parental leave and a kid's holiday programme
• Wellness and lifestyle perks including discounted gym memberships, income protection, flu shots, wellness weeks, shopping and retail discounts, access to financial wellbeing services
• We're a social bunch and love to get together regularly, participating in corporate sporting events, games and trivia nights.
• Employee Resource Groups - LGBTQIA, Women of Netwealth, Culture Group, Carers Group
• Support for community involvement through volunteering and our Netwealth Impact Group

Apply now!

Here at Netwealth, we support and encourage everyone to bring their genuine selves to work (it’s one of our core values), and we’re proud of our inclusive and diverse workforce.  We are committed to this through our gender equality, disability, LGBTQIA+, well-being and cultural initiatives.  We are proud to be endorsed and certified by Work180, Family Friendly Workplaces and Great Place to Work.

Are you curious about this opportunity but don't meet every single requirement? Research shows that we don't always apply to jobs we are interested in unless we meet every single qualification. If you are excited about this role but don't tick every box, we encourage you to apply anyway!  If you require any reasonable adjustments throughout the recruitment process, please let us know by emailing people@netwealth.com.au