Quality & Risk Leader: Governance, Insights & Compliance

RACWA; Perth; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Free Roadside Assistance

Insurance discounts

Holiday discounts

Product discounts

Social Club access

Job summary

RACWA is seeking a Quality Manager to provide strategic leadership across quality assurance, knowledge governance, complaints, remediation, risk and compliance. You will establish strong governance, deliver insights and drive improvements that support regulatory obligations, operational effectiveness and member experience outcomes.

This is a full-time, permanent role aligned with RACWA's purpose to be the driving force for a better WA.

Qualifications

• Experience in quality assurance or operational excellence within a contact centre or similar environment.
• Strong understanding of quality management and compliance standards.
• Proven leadership and coaching of high-performing teams.
• Track record delivering business improvement and process change.
• Strong data analysis to derive actionable insights.
• Engaging communication and ability to influence stakeholders.
• Excellent organisation and documentation skills.

Responsibilities

• Direct the S&MS Quality Assurance framework, 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 audits, control testing and remediation.
• Translate data into integrated reporting and insights for informed decisions.
• Analyse trends to identify systemic issues and improvement opportunities.
• Deliver simplification and efficiency to improve outcomes for members and staff.
• Build a high-performing team with coaching, accountability and psychological safety.
• Influence stakeholders and champion credible quality solutions in governance forums.

Skills

Quality management

Leadership

Stakeholder engagement

Analytical skills

Tools

Spreadsheets

Reporting tools

Quality platforms

Job description

RACWA is seeking a Quality Manager to provide strategic leadership across quality assurance, knowledge governance, complaints, remediation, risk and compliance. You will establish strong governance, deliver insights and drive improvements that support regulatory obligations, operational effectiveness and member experience outcomes.

This is a full-time, permanent role aligned with RACWA's purpose to be the driving force for a better WA.