Quality Manager

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

Benefits offered by this job

Free Roadside Assistance

Discounts on Insurance

Discounts on Products and Services

Member benefits and Social Club

Job summary

RAC WA invites a Quality Manager to provide strategic leadership across quality assurance, knowledge management, complaints remediation, risk and compliance. You will establish governance, deliver insights and drive improvements that support regulatory obligations and member experience outcomes.

You will be an experienced people leader who builds capability, partners with stakeholders and creates an accountable, collaborative culture while directing a high-performing team to deliver service

Qualifications

• Experience in quality, quality assurance or operational excellence within a contact centre or similar environment.
• Strong understanding of quality management, monitoring and compliance standards.
• Track record of leading high-performing teams and coaching others.

Responsibilities

• Direct the S&MS Quality Assurance framework, transaction monitoring, standards, scoring and calibration.
• Strengthen knowledge governance and lifecycle controls for frontline resources.
• Govern complaints, investigations and remediation for timely, fair outcomes.
• Advance risk and compliance through assessments, audits and breach management.
• Translate data into integrated reporting and insights for informed decisions.
• Analyse trends to identify systemic issues and risks.
• Deliver simplification and improvements to boost outcomes for members and staff.
• Build a high-performing team with coaching and accountability.
• Influence stakeholders and advocate quality solutions in governance forums.

Skills

Quality management

Quality assurance

Operational excellence

Data analytics

Stakeholder engagement

Coaching and development

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.

Ready to lead quality and develop a high-performing team?

Applications close COB Friday 9th October 2026.

We encourage you to apply early, as RAC may close this vacancy without notice.

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