Manager, Quality & Program Governance

Assurant, Inc.; City of Melbourne; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Mentoring programs

Parental leave (2x)

Job summary

Assurant, Inc. is seeking a Manager, Quality & Program Governance to elevate quality, governance and customer outcomes across Connected Living programs from our Hawthorn East office. This role goes beyond standard QA to embed governance standards, reporting, audits and continuous improvement across end-to-end programs.

The position collaborates with Operations, Product/Propositions, Client Services, Risk and Compliance, engaging senior stakeholders to ensure quality is embedded in every activity.

Qualifications

• Significant experience in quality, governance, audit, operational excellence or continuous improvement roles.
• Deep understanding of contact centre or customer operations in large-scale service environments.
• Experience designing governance structures, processes and controls.

Responsibilities

• Design, implement and enhance quality and governance frameworks across all Connected Living programs.
• Lead quality assurance, audit, calibration and process governance activities.
• Analyze customer and operational data to identify trends, risks and improvements.
• Develop actionable insights from NPS, CSAT, complaints and metrics.
• Partner with leaders to drive coaching and performance improvement initiatives.
• Build governance documentation, SOPs and quality standards.
• Support continuous improvement programs to enhance outcomes.
• Present insights and performance to senior stakeholders.

Skills

Governance

Quality assurance

Analytical thinking

Stakeholder management

Communication skills

Job description

Why work with Assurant?

Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world's most successful brands.

When you join Assurant, you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

With more than 100 years’ industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you'll get working at Assurant include:

• International and Local mentoring programs
• Two recharge days, and a cultural day annually to support work/life balance and celebrating what's important to you
• Discounted Employee Share Purchase Program
• Diversity panels and employee resource groups
• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave
• Development programs and support for higher education
• Novated vehicle leasing
• Volunteering leave to give back to the communities we serve
• Hybrid work model

What's the role about?

Based in our Hawthorn East office, we're seeking an experienced Manager, Quality & Program Governance to elevate quality, operational excellence, and customer outcomes across our programs.

This role is much broader than traditional contact centre quality assurance. You'll be responsible for establishing and embedding quality frameworks, governance standards, reporting, audit practices, and continuous improvement initiatives across the end-to-end of all our programs.

This individual contributor role will work closely with Operations, Product/Propositions, Client Services, Risk, Compliance, and senior stakeholders to ensure quality is embedded into everything we do.

In addition, this role will:

• Design, implement and continuously enhance quality and governance frameworks across all Connected Living programs.
• Lead quality assurance, audit, calibration and process governance activities.
• Analyse customer, operational and quality data to identify trends, risks and improvement opportunities.
• Develop actionable insights from NPS, CSAT, complaints, quality reviews and operational metrics.
• Partner with operational leaders to drive coaching, capability uplift and performance improvement initiatives.
• Build and maintain governance documentation, SOPs, process frameworks and quality standards.
• Support continuous improvement programs that enhance customer and client outcomes.
• Present insights, recommendations and performance outcomes to senior stakeholders, both internal and external.

Does this sound like you?

We're looking for someone who combines strong governance capability with hands-on operational experience.

• Significant experience in quality, governance, audit, operational excellence or continuous improvement roles.
• Deep understanding of contact centre or customer operations environments in financial services, insurance, telecommunications, utilities, superannuation or other large-scale customer service environments.
• Experience designing frameworks, processes, controls and governance structures.
• Strong analytical and problem-solving skills with the ability to convert insights into action.
• Experience influencing and coaching stakeholders without direct authority.
• Excellent communication, facilitation and presentation skills.
• Proven ability to build relationships across multiple business functions.
• Experience using customer and operational data to drive decision-making and measurable improvements.

The successful applicant will be subject to relevant background checks such as reference checks and a police check.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we're able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it's only by listening to and representing the unique voices of every individual that we can innovate for all.

If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us. We are committed to ensuring an accessible and equitable experience for all candidates.

For further information about Assurant, please visit our website at https://www.assurant.com/