Quality Manager

RAC WA; City Of Joondalup; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Leadership role

Career development

Inclusive workplace

RAC benefits

Job summary

RAC WA is seeking an experienced Quality Manager to lead and evolve quality across our Sales & Member Service operations in Western Australia. You will own the quality assurance framework, drive transaction monitoring, set standards, and calibrate scoring to deliver meaningful insights on performance and risk.

You will lead a team, embed quality into coaching and day-to-day performance, and partner with operational leaders to sustain an accountable, collaborative culture.

Qualifications

• Experience developing, implementing or significantly improving a Quality Assurance framework, ideally within a contact centre or customer service environment.
• Strong experience in transaction monitoring, quality standards, scoring and calibration.
• Ability to take a QA framework from design through to implementation and adoption.
• Experience using quality insights to improve performance, customer outcomes and compliance.
• Strong people leadership and coaching capability.
• Confidence influencing stakeholders and partnering with operational leaders.
• Analytical mindset to turn data into actionable insights.

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

Skills

Quality framewrk dev

Transaction monitoring

Quality standards

Data-driven decisions

Leadership

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 an experienced Quality Manager with strong Quality Assurance framework development and implementation experience to lead and evolve quality across our Sales & Member Service business.

This is an opportunity to take ownership of our Quality Assurance approach, developing, implementing and continuously improving the frameworks, standards and governance that underpin how quality is measured and improved. You will lead transaction monitoring methodologies, quality standards, scoring frameworks, critical error definitions and calibration, ensuring quality outcomes provide meaningful insight into performance, compliance risk and opportunities for improvement.

Alongside Quality Assurance, the role provides leadership across knowledge management, complaints and remediation, with responsibility for risk and compliance frameworks and governance.

You will also be an experienced people leader who can build capability within the team while partnering with operational leaders to embed quality standards into day-to-day performance, coaching and decision-making and creates an accountable, collaborative and psychologically safe culture.

What will you be doing?

• 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 responsibility for risk and compliance activities.

• Lead, coach and develop a high-performing team.

• Influence stakeholders and champion quality across the business.

What you will bring?

We're particularly interested in hearing from people who have developed, implemented or significantly improved a Quality Assurance framework, ideally within a contact centre, customer service or similar operational environment.

You'll also bring:

• Strong experience in transaction monitoring, quality standards, scoring and calibration.

• The ability to take a QA framework from design through to implementation and adoption.

• Experience using quality insights to improve performance, customer outcomes and compliance.

• Strong people leadership and coaching capability.

• Confidence influencing stakeholders and partnering with operational leaders.

• An analytical mindset with the ability to turn data into clear, actionable insights.

What can we offer you?

• A full-time, permanent leadership opportunity 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 20th November 2026.