Quality Assurance Leader: Frameworks, Insights & Compliance

RAC Insurance Pty Limited; Western Australia; On-site; AUD 140,000 - 180,000; Full time

Job summary

RAC Insurance Pty Limited is seeking an experienced Quality Manager in Australia to lead and evolve the Quality Assurance program across our Sales and Member Service operations. You will own the QA framework, transaction monitoring, scoring and calibration, turning data into insights to improve member and business outcomes.

The role also oversees knowledge management, complaints and remediation, with responsibility for risk and compliance governance, and you will build capability within the team

Qualifications

• Experience building and evolving QA frameworks in a contact centre or customer service setting.
• Strong ability to translate data into actionable insights.
• Proven leadership and team development skills.

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 and compliance duties.
• Lead, coach and develop a high-performing team.
• Influence stakeholders and champion quality across the business.

Skills

Quality Assurance

Transaction monitoring

Quality framework design

Leadership

Stakeholder engagement

Job description

RAC Insurance Pty Limited is seeking an experienced Quality Manager in Australia to lead and evolve the Quality Assurance program across our Sales and Member Service operations. You will own the QA framework, transaction monitoring, scoring and calibration, turning data into insights to improve member and business outcomes.

The role also oversees knowledge management, complaints and remediation, with responsibility for risk and compliance governance, and you will build capability within the team