About this role
We're looking for an experienced Quality Assurance Team Lead to lead the performance and impact of our QA function within Member Services.
In this role, you'll combine people leadership, data-driven insights and continuous improvement to enhance customer outcomes across voice and back-office teams, with a strong focus on claims and frontline operations.
* Deliver robust QA frameworks, governance and reporting
* Translate quality insights into actionable business improvements
* Uplift capability through coaching, training and performance management
* Reduce complaints, failure demand and quality issuesLeverage technology and automation to enhance QA effectiveness
About you
You're a people-first leader who thrives in operational environments and brings a strong balance of coaching, analytics and stakeholder influence.
* Proven leadership experience across QA, claims or contact centre environments
* Strong understanding of quality frameworks, governance and risk controls
* Experience within health insurance or a similarly regulated industry
* A track record of using data and insights to drive measurable improvement
* Excellent communication skills with the ability to influence and engage stakeholders
Desirable
* Experience leading change or transformation initiatives
* Strong critical thinking and problem-solving capability
Diversity, equity and inclusion
We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.
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