About Francom

Francom is a leading financial services organisation committed to delivering exceptional customer service while maintaining the highest compliance standards. Our team lives by our core values — Leadership, Integrity, Excellence, Balance, and Nurturing (LIEBN) — ensuring we provide trusted solutions to our clients and meaningful support to our people.

The Opportunity

We are seeking an experienced Quality Assurance Officer to join our Risk & Compliance function. This is a client-facing role responsible for maintaining, embedding, and continuously improving Francom’s Quality Assurance framework across operational activities.
The role focuses on monitoring, evaluating, and reporting on customer interactions and collection activities to ensure compliance with legislative, regulatory, and client-specific requirements. You will confidently represent Francom’s QA position internally and externally and support continuous improvement across quality and compliance outcomes.

What You’ll Be Doing

• Conduct call monitoring and quality evaluations in line with approved QA frameworks, client requirements, and regulatory obligations
• Ensure required volumes of calls are reviewed daily in accordance with internal standards and client SLAs
• Accurately document evaluation outcomes and report findings to Team Leaders, Operations, Compliance, and other stakeholders
• Escalate failed calls and material compliance issues promptly in line with Francom policies and procedures
• Provide constructive feedback, coaching, and guidance to operational staff to drive quality improvement
• Identify trends, systemic issues, and areas for improvement, and support remediation activities
• Participate in internal, client, and regulatory audits as required
• Support continuous improvement initiatives and updates to QA frameworks in response to regulatory or client requirements
• Work collaboratively with Compliance, Quality, Operations, and Learning & Development teams
• Maintain a strong understanding of relevant legislation, regulatory obligations, and client standards

What We’re Looking For

• Proven experience in Quality Assurance and/or Compliance within financial services, collections, or another regulated environment
• Strong understanding of call monitoring frameworks, quality scoring models, and compliance requirements
• Demonstrated ability to coach, influence, and provide constructive feedback
• Excellent written and verbal communication skills, with confidence engaging senior stakeholders and clients
• High attention to detail with strong analytical and reporting capability
• Ability to manage competing priorities and meet deadlines
• Proficiency in Microsoft Office; experience with QA or call-monitoring systems is highly regarded
• Commitment to Francom’s core values — Leadership, Integrity, Excellence, Balance, and Nurturing (LIEBN)

Why Join Us

• Competitive Salary
• Be part of a growing organisation with a strong culture of integrity and compliance
• Work in a collaborative, professional environment where quality is valued
• Opportunities for learning, development, and career progression
• Play a key role in protecting customers, clients, and the business through quality and compliance excellence

Apply Now

If you are detail-oriented, confident in compliance, and passionate about driving quality outcomes, we would love to hear from you.
Please submit your application via Seek, including your resume and a cover letter outlining your suitability for the role.