Customer Quality Specialist – Permanent

Location: Parramatta

Salary Range: $110,000-$120,000

Who We Are

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we're one of Australia and New Zealand's leading non-bank lenders, supporting more than half a million customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role

As a Customer Quality Specialist, you'll play a key role in strengthening customer outcomes by improving quality, controls and operational practices across the business. Working closely with operational teams and stakeholders, you'll investigate issues, identify root causes and help implement practical solutions that enhance risk management, customer experience and business performance.

This permanent opportunity is ideal for someone who enjoys analysing problems, influencing change and driving meaningful improvements.

- Conduct quality assurance reviews and control assessments to identify opportunities for improvement.
- Investigate incidents, issues and operational risks to determine root causes and recommend solutions.
- Support the ongoing development and monitoring of operational controls and risk frameworks.
- Partner with stakeholders to strengthen risk management practices and improve control effectiveness.
- Facilitate workshops, reviews and discussions to assess business processes and identify potential impacts.
- Support change initiatives by assessing risks and ensuring controls remain effective throughout implementation.




- Provide practical advice and guidance to operational teams on risk, quality and compliance obligations.
- Drive continuous improvement initiatives that enhance customer outcomes, operational efficiency and business performance.

About You You're naturally curious, analytical and solutions-focused. You enjoy understanding how things work, identifying opportunities for improvement and influencing positive change across a business. Most importantly, you're able to balance customer outcomes with strong risk and quality principles.

- Bring experience in operational risk, quality assurance, business analysis, compliance or process improvement.
- Demonstrate strong analytical and problem-solving skills.
- Investigate issues thoroughly and identify practical, commercially balanced solutions.
- Build strong relationships and confidently engage with stakeholders across all levels of the business.
- Communicate complex information clearly and effectively.
- Manage competing priorities while maintaining high attention to detail.
- Understand risk management principles and the importance of strong operational controls.
- Thrive in environments that involve change, continuous improvement and cross-functional collaboration.

Our values guide how we work, make decisions and support each other. Can Do:



We look for better ways of doing things and work together to deliver great outcomes.

Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.

Real: We keep it honest and respect everyone, building genuine connections.

Our Benefits

We know that great work happens when people feel supported. That's why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you're in. Here's a snapshot of what you'll find at Pepper:

- Development: a full suite of development opportunities and a excellent team to learn from
- Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I; initiatives
- Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
- Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
- Referral Bonus: Earn $2000 for referring great people.

If this role sounds like it’s for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you. For more information on Pepper visit www.peppermoney.com.au .

At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It's reflected in our values, our people practices, and the way we work together every day.

📌 Customer Quality Specialist (New South Wales)
🏢 Pepper Money ANZ
📍 New South Wales