Senior Quality Officer, Fraud & Dispute Operations

Job description

At ING, we’re more than just a bank. We’re here to make life simpler and more rewarding for our customers and our people. In our Fraud team, you’ll play a key role in maintaining trust by ensuring high-quality standards in how we support customers and manage risk. As a Senior Quality Officer within our Fraud team, you’ll play a key role in protecting our customers and strengthening how we operate. You’ll lead quality assurance activities across Fraud & Disputes Operations, ensuring we meet regulatory standards while continuously improving how we deliver outcomes. Working closely with stakeholders across onshore and offshore teams, you’ll provide coaching, share insights, and identify opportunities to enhance processes, reduce risk, and lift performance. You’ll also act as a trusted subject matter expert, helping the team navigate complexity and deliver consistent, high-quality customer experiences. This is a permanent role based in Sydney. What you’ll do: - Conduct quality assurance reviews to ensure compliance with regulatory and internal standards, - Provide ongoing coaching and feedback to improve team performance and quality outcomes. - Manage enquiries and escalations within e...