Quality Assurance Leader: Frameworks, Insights & Coaching

RACWA; Perth; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

RAC benefits

Free Roadside Assistance

Discounts on insurance, holidays, and%

Member benefits & Social Club

Job summary

RAC is seeking an experienced Quality Manager to lead and evolve quality across our Sales & Member Service operations in Western Australia. You will own the QA framework, drive transaction monitoring, quality standards, scoring and calibration, turning data into insights to improve member and business outcomes.

You will lead a high-performing team, partner with operational leaders to embed quality into coaching and daily decision-making, and oversee knowledge management, complaints and

Qualifications

• Experience developing or significantly improving a Quality Assurance framework, ideally within a contact centre, customer service or similar operational environment.
• Strong experience in transaction monitoring, quality standards, scoring and calibration.
• Ability to turn quality insights into improvements for performance, customer outcomes and compliance.
• Proven people leadership and coaching capability; engages stakeholders effectively.

Responsibilities

• Lead the development, implementation and continuous improvement of our Quality Assurance framework.
• Own our approach to transaction monitoring, quality standards, scoring and calibration.
• Turn quality data and trends into practical insights that improve member and business outcomes.
• Partner with leaders to embed quality into coaching, performance and continuous improvement.
• Provide leadership across knowledge management, complaints and remediation, with risk/compliance responsibilities.
• Lead, coach and develop a high-performing team.
• Influence stakeholders and champion quality across the business.

Skills

QA framework development

Transaction monitoring

Quality standards

Data-driven insights

Leadership & coaching

Stakeholder engagement

Job description

RAC is seeking an experienced Quality Manager to lead and evolve quality across our Sales & Member Service operations in Western Australia. You will own the QA framework, drive transaction monitoring, quality standards, scoring and calibration, turning data into insights to improve member and business outcomes.

You will lead a high-performing team, partner with operational leaders to embed quality into coaching and daily decision-making, and oversee knowledge management, complaints and