Hybrid Customer Relations Quality Assurance Expert

QBE Insurance; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid working

Wellbeing coaching

Life Leave

Awards & recognition

Job summary

QBE Insurance is seeking a Customer Relations Quality Assurance Specialist to help improve customer outcomes by conducting independent QA reviews across GI and CTP complaint portfolios and ensuring compliance. You will analyze complaint data, identify trends, and partner with leaders to drive continuous improvement and a strong customer-centric culture.

This hybrid, permanent full-time role offers opportunities to influence regulatory outcomes and work across multiple teams in a supportive

Qualifications

• Extensive experience in General Insurance quality assurance.
• Strong knowledge of complaint handling standards and regulatory obligations.
• Ability to analyse complaint and dispute data to identify trends.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Conduct QA reviews across GI and CTP complaint and dispute portfolios.
• Analyze complaint data and identify emerging trends and opportunities for improvement.
• Provide constructive feedback, coaching and recommendations to frontline teams.
• Prepare insightful reporting translating findings into meaningful business information for leaders and governance forums.
• Collaborate with stakeholders across Customer Relations, Claims and Risk to support initiatives.

Skills

Quality assurance

Complaint handling

Data analysis

Stakeholder engagement

Job description

QBE Insurance is seeking a Customer Relations Quality Assurance Specialist to help improve customer outcomes by conducting independent QA reviews across GI and CTP complaint portfolios and ensuring compliance. You will analyze complaint data, identify trends, and partner with leaders to drive continuous improvement and a strong customer-centric culture.

This hybrid, permanent full-time role offers opportunities to influence regulatory outcomes and work across multiple teams in a supportive