Quality Manager

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

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.