Quality Manager

racwa; City Of Joondalup; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Free Roadside Assistance

Discounts on insurance

Social Club access

Job summary

RAC WA is seeking a Quality Manager to lead quality assurance, knowledge management, complaints, remediation, risk and compliance. You will establish governance, deliver insights and drive improvements for regulatory obligations and member outcomes.

You will be an experienced people leader who builds capability, partners with stakeholders and fosters a collaborative, safe culture.

Qualifications

• Experience in quality, quality assurance or operational excellence within a contact centre or similar environment.
• A strong understanding of quality management, transaction monitoring and compliance standards.
• A genuine passion for leading, coaching and developing high-performing teams.
• A track record of delivering business improvement, process change and re-engineering initiatives.
• Strong analytical skills, with the confidence to turn data and trends into clear, actionable insights.
• An engaging, collaborative communication style and the ability to influence stakeholders and navigate complexity.
• Excellent organisation and documentation skills, with proficiency in spreadsheets, reporting tools and quality platforms.
• A member-focused, values-led approach, supported by ownership, attention to detail and resilience.

Responsibilities

• Direct the S&MS Quality Assurance framework, transaction monitoring, standards, scoring and calibration.
• Strengthen knowledge governance and lifecycle controls to deliver accurate, accessible frontline resources.
• Govern complaints, investigations and remediation to deliver timely, fair and consistent outcomes.
• Advance risk and compliance through assessments, control testing, audits, breach management and remediation.
• Translate data into integrated reporting and insights that support informed decisions.
• Analyse trends and feedback to identify systemic issues, emerging risks and improvement opportunities.
• Deliver simplification, efficiency and strategic change to improve member, employee and business outcomes.
• Build a high-performing team through clear expectations, coaching, accountability and psychological safety.
• Influence stakeholders and champion credible quality solutions in governance and client forums.

Skills

Quality management

Transaction monitoring

Compliance standards

Analytical skills

Leadership / coaching

Stakeholder influence

Documentation

Tools

Spreadsheets

Reporting tools

Quality platforms

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".

We are seeking a Quality Manager to provide strategic leadership to our teams responsible for quality assurance, knowledge management, complaints, remediation, risk and compliance . You will establish strong governance, deliver integrated insights and drive improvements that support regulatory obligations, operational effectiveness and member experience outcomes.

You will be an experienced people leader who builds capability, partners effectively with stakeholders and creates an accountable, collaborative and psychologically safe culture.

What will you be doing?

• Direct the S&MS Quality Assurance framework, transaction monitoring, standards, scoring and calibration.
• Strengthen knowledge governance and lifecycle controls to deliver accurate, accessible frontline resources.
• Govern complaints, investigations and remediation to deliver timely, fair and consistent outcomes.
• Advance risk and compliance through assessments, control testing, audits, breach management and remediation.
• Translate data into integrated reporting and insights that support informed decisions.
• Analyse trends and feedback to identify systemic issues, emerging risks and improvement opportunities.
• Deliver simplification, efficiency and strategic change to improve member, employee and business outcomes.
• Build a high-performing team through clear expectations, coaching, accountability and psychological safety.
• Influence stakeholders and champion credible quality solutions in governance and client forums.

What you will bring?

• Experience in quality, quality assurance or operational excellence within a contact centre or similar environment.
• A strong understanding of quality management, transaction monitoring and compliance standards.
• A genuine passion for leading, coaching and developing high-performing teams.
• A track record of delivering business improvement, process change and re-engineering initiatives.
• Strong analytical skills, with the confidence to turn data and trends into clear, actionable insights.
• An engaging, collaborative communication style and the ability to influence stakeholders and navigate complexity.
• Excellent organisation and documentation skills, with proficiency in spreadsheets, reporting tools and quality platforms.
• A member-focused, values-led approach, supported by ownership, attention to detail and resilience.

What can we offer you?

• A full-time, permanent position within your local community.
• Career development opportunities and ongoing training.
• An inclusive, supportive workplace where all abilities can thrive.
• RAC benefits, including free Roadside Assistance and discounts on insurance, holidays, products and services.
• Member benefits and access to an active Social Club.

Applications close COB Friday 9th October 2026.

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