Quality Assurance Specialist

RAC WA; Perth; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Free roadside assistance

Discounts on RAC products and services

Flexible work options

Job summary

RAC WA is expanding its Insurance Claims Services with newly created Quality Assurance Specialist roles within the Claims Performance & Member Experience team. You will drive high-quality claims processing, service delivery, and compliant operational practices to enhance member outcomes.

The role reports to the Team Leader – Quality Assurance and collaborates with leaders and frontline teams to identify improvement opportunities and strengthen compliance.

Qualifications

• Experience in Quality Assurance, Compliance, Risk, or Operations in insurance/financial services.
• Strong understanding of general insurance products, underwriting principles, and regulatory requirements.
• Ability to review, assess and provide actionable feedback on quality and compliance outcomes.

Responsibilities

• Conduct QA reviews across claims activities, customer interactions, and processes.
• Monitor compliance obligations, remedial actions, breach workflows, and quality metrics.
• Analyze trends to identify quality, compliance, conduct, and operational risks.
• Support updating knowledge articles, business rules, procedures, and documentation.
• Collaborate with stakeholders to improve processes, reduce risk, and enhance outcomes.
• Support training programs through QA validation and feedback.
• Provide coaching to consultants, team leaders, and managers.
• Champion a strong risk and compliance culture across the business.

Skills

Quality Assurance

Compliance

Risk Management

Stakeholder Engagement

Education

ANZIIF qualification

Insurance/Regulatory qualification

Tools

Quality management systems

Job description

With over 1.3 million members, RAC is one of WA’s most iconic and trusted brands. We are a purpose‑led member organisation striving to create greater value for our members and deliver on our purpose to be “The driving force for a better WA.”

As RAC continues to evolve and strengthen our Insurance Claims Services function, we’re excited to introduce newly created Quality Assurance Specialist roles within our Claims Performance & Member Experience team. These positions have been established to further enhance quality, compliance, risk management, and member outcomes across our claims operations.

About the Role

Reporting to the Team Leader – Quality Assurance, you will play a critical role in ensuring the consistent delivery of high quality claims processing, member service, and operational practices.

You will work closely with leaders and frontline teams to identify opportunities for improvement, strengthen compliance outcomes, and support an exceptional member experience.

Key Responsibilities:

• Conduct quality assurance reviews across claims activities, customer interactions, and operational processes.
• Monitor compliance obligations, remedial actions, breach remediation workflows, and quality metrics.
• Analyse trends and identify quality, compliance, conduct, and operational risks.
• Support in enhancing knowledge articles, business rules, procedures, and process documentation to ensure accuracy and consistency.
• Partner with stakeholders to improve processes, reduce risk, and enhance member outcomes.
• Support the ongoing effectiveness of training programs through quality assurance validation and feedback.
• Provide coaching, mentoring, and practical guidance to consultants, team leaders, and managers.
• Champion a strong risk and compliance culture across the business.

About You

You’ll be an experienced quality, compliance, or insurance professional who enjoys working collaboratively to improve performance and outcomes.

You will bring:

• Experience in Quality Assurance, Compliance, Risk, or Operational roles within insurance or financial services.
• Strong understanding of general insurance products, underwriting principles, and regulatory obligations, including the General Insurance Code of Practice and ASIC/AFCA requirements.
• Demonstrated ability to review, assess, and provide actionable feedback on quality and compliance outcomes.
• Strong analytical skills with the ability to identify trends, root causes, and opportunities for improvement.
• Experience using quality assurance, compliance, or knowledge management systems.
• Excellent communication and stakeholder engagement skills, with the ability to influence at all levels.
• ANZIIF qualifications and/or Qualifications in Insurance, Risk, Compliance, Business is desirable

What’s in it for you?

• A workplace culture where our people feel valued, respected and empowered
• Work in flexible ways that meet work/life commitments and support wellbeing
• Be part of a purpose led organisation that gives back to the WA community
• An environment that values ongoing career development
• Free Roadside Assistance and discounts on RAC products and services including Insurance, Holiday Parks and Resorts, Security, Finance and Auto Services
• Opportunities for community engagement and corporate volunteering

Applications close COB Tuesday 15th September 2026.

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