Quality Assurance Compliance Advisor

Insurance and Care NSW (icare); Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Work-life balance

Health & wellbeing

Career development

Employee benefits

Inclusive culture

Job summary

icare is seeking a quality assurance professional to strengthen general lines claims quality across NSW. You will review complex claims, identify trends and support improved decision-making with claims, underwriting, legal and risk teams.

You will validate QA activity, contribute to program design and drive continuous improvement across the scheme, collaborating with external providers and internal stakeholders to ensure robust quality management.

Qualifications

• Strong general lines claims experience with depth in areas such as liability, property, abuse, medical negligence or construction.
• Experience in quality assurance, audit, assurance or claims review with ability to identify trends and improvements.
• Ability to communicate technical findings and recommendations to internal and external stakeholders.
• Knowledge of general insurance regulatory and compliance requirements.
• Collaborative and curious approach with ability to challenge constructively.

Responsibilities

• Review complex general lines claims to assess quality, compliance, reserving and the effectiveness of decisions.
• Identify trends, emerging issues and claims leakage to strengthen internal practices.
• Deliver QA reviews and translate findings into practical recommendations for stakeholders.
• Partner with claims, underwriting, legal, risk and transformation teams for continuous improvement.
• Review and validate QA activity undertaken by external claims service providers.
• Contribute to design and ongoing improvement of the General Lines QA program.
• Provide QA insights into broader projects across the scheme.

Skills

General lines claims

QA / claims review

Stakeholder communication

Regulatory compliance

Collaborative approach

Job description

About the role

Strong risk and governance practices protect the services, assets and schemes that people across NSW rely on.

This is an opportunity to take your technical claims experience beyond individual claims and use it to improve quality across a broader portfolio. Working within our Quality Assurance team, you’ll review complex claims and identify trends to strengthen claims management, compliance and decision-making.

You’ll work closely with claims and underwriting teams, legal stakeholders, risk and transformation specialists, and our external claims service provider. With exposure across areas such as property, medical negligence, abuse, construction and liability, you’ll have the opportunity to deepen your technical expertise while influencing how quality is managed across the scheme.

What you'll be working on

• Review complex general lines claims to assess quality, compliance, reserving and the effectiveness of claims decisions.
• Use your technical expertise to identify trends, emerging issues and claims leakage to strengthen internal practices.
• Deliver quality assurance reviews and translate findings into clear, practical recommendations for stakeholders.
• Partner with claims, underwriting, legal, risk and transformation teams to support continuous improvement.
• Review and validate quality assurance activity undertaken by external claims service providers.
• Contribute to the design and ongoing improvement of the General Lines quality assurance program.
• Provide quality assurance expertise and insights into broader projects and initiatives across the scheme.

What you'll bring

• Strong technical general lines claims experience, with depth in at least one area such as liability, property, abuse, medical negligence or construction claims.
• Experience working with complex claims and the judgement to assess whether claims have been appropriately managed and decisions are well supported.
• Quality assurance, audit, assurance or claims review experience, with the ability to identify trends and improvement opportunities.
• Confidence communicating technical findings and recommendations to both internal and external stakeholders.
• Experience working alongside legal professionals or a legal background would be highly regarded.
• General insurance industry experience and an understanding of relevant regulatory and compliance requirements.
• A collaborative and curious approach, with the ability to challenge constructively and help others strengthen quality.

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets; and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive. For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve if you need adjustments during the process please note this in your application.

Before you apply

To be eligible for this opportunity, you’ll need unrestricted Australian working rights and be able to live and work in NSW. This includes Australian citizens, permanent residents and New Zealand citizens with a current passport. As part of our recruitment process, you’ll also be asked to complete standard pre-employment checks, including a criminal history check.

Please note: icare operates a direct sourcing model and does not accept agency introductions.