As the Quality Assurance Specialist, you'll work closely with Member Services leaders, Enablement, Training, Workplace Services and Risk & Compliance teams to embed strong quality frameworks that support frontline excellence.
You'll be responsible for monitoring service quality across multiple channels, identifying trends and root causes, and translating insights into practical improvements. You'll also play a key role in maintaining high‐quality procedural documentation and ensuring consistent quality standards through calibration and engagement activities.
This is a hands‐on, highly collaborative role suited to someone who enjoys combining analysis, stakeholder engagement and continuous improvement.
Key responsibilities
Quality frameworks & standards
* Design, implement and maintain the Member & Employer Quality Assurance Program across Member Services.
* Develop and maintain interaction monitoring tools and quality standards across face‐to‐face and online service channels.
* Embed quality standards covering compliance, engagement quality, system usage, issue resolution and overall member experience.
* Facilitate regular calibration activities to ensure consistent application of quality standards.
Quality monitoring, insights & reporting
* Conduct regular quality monitoring and deliver clear, actionable reporting to People Leaders.
* Analyse interaction samples and provide thematic and trend insights to support continuous improvement.
* Perform root cause analysis to identify systemic issues, capability gaps or process breakdowns.
* Partner with Training and leadership teams to support targeted development and uplift initiatives.
Procedure documentation & knowledge management
* Partner with Member Services teams to document and maintain end‐to‐end procedures and work instructions.
* Work closely with Risk and Compliance to ensure procedures meet legislative and regulatory requirements.
* Manage review cycles, version control and audit trails, ensuring documentation remains accurate and current.
About you
You're an experienced quality professional who understands frontline service environments and thrives on improving outcomes through strong frameworks and collaboration. You bring a sharp eye for detail, confidence working with data, and the ability to engage stakeholders at all levels.
You'll also bring:
* Demonstrated experience in a similar Quality Assurance role, ideally within superannuation or a member‐based organisation.
* Proven experience designing and delivering Quality Assurance programs.
* Strong knowledge of superannuation products and regulatory requirements.
* Experience supporting frontline service teams.
* CRM experience (Salesforce or similar).
* Strong analytical, investigation and root cause analysis skills.
* Excellent communication and stakeholder engagement capability.
* Strong planning, organisation and time‐management skills.
* A proactive, self‐motivated approach and the ability to work autonomously and as part of a team.
We want to hear from you
If you've read through the requirements and feel you don't meet every single criterion, we still encourage you to apply. We value diverse backgrounds, experiences and thinking styles and believe this leads to better outcomes for our members.
We're aware there can be accessibility barriers when applying for roles and want to help. If you require assistance with your application, please contact our Talent Acquisition Team via careers@cbussuper.com.au.
This is a full‐time position based in Melbourne or Sydney.
Applications close 22nd June 2026. We reserve the right to identify and engage with suitable candidates before this close date.
Agencies, please note:
All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required, we will reach out to our preferred agency partners. Thank you.
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