Customer Resolution Quality Assurance & Training Officer

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Customer Resolution Quality Assurance & Training Officer is responsible for reviewing customer resolution cases, checking whether service standards, policies and regulatory requirements have been followed, and identifying opportunities to improve customer outcomes. The role typically requires experience in banking, contact-centre operations, complaints handling, quality assurance or training, together with strong communication, analytical and report-writing skills. The successful candidate is expected to assess interactions objectively, provide constructive coaching, maintain accurate quality records, support staff learning and help implement process improvements. Sound knowledge of customer protection principles, attention to detail, confidentiality and the ability to work collaboratively are important. A relevant qualification or equivalent practical experience, along with confidence using reporting and learning systems, would be advantageous.

About the employer

ANZ, or Australia and New Zealand Banking Group, is one of Australia’s major banking groups and has operated across the Asia-Pacific region for many years. The bank provides personal, business, institutional and corporate banking services, including everyday accounts, lending, payments, treasury and financial markets solutions. In Fiji, ANZ supports individuals, businesses, government-related organisations and commercial customers through branches, digital channels and specialist banking teams. Its work is focused on helping customers manage money, grow businesses and participate in the regional economy. ANZ places emphasis on responsible banking, customer service, risk management, inclusion and professional development. Employees generally work in structured, regulated environments where integrity, teamwork, continuous improvement and sound customer outcomes are valued.

Working in Fiji

Fiji offers employment opportunities in banking, tourism, hospitality, retail, telecommunications, government, education, construction and professional services. Suva is the main administrative and commercial centre, while Nadi and Lautoka have strong tourism, aviation and business activity. Fijian culture is welcoming and community-oriented, with iTaukei traditions, Indo-Fijian heritage, shared meals, music, church and respect for family playing important roles. Lifestyle can be relaxed and outdoors-focused, with beaches, diving, boating and hiking, although traffic, imported goods and housing costs may be higher in major centres. Foreign nationals normally need an appropriate work permit before starting employment; employers commonly support the application, but approval is not automatic. Candidates should confirm visa, health, tax and document requirements with Fiji’s immigration authorities and ANZ. Relocation planning should include accommodation, transport, medical cover, schooling if relevant and adjustment to tropical weather.