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.
You'll lead a high-performing team and partner closely with stakeholders to:
* 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 issues
* Leverage 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.
You'll bring:
* 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
Other benefits
* New starter benefit to help set up a functional home workspace
* 50% discount on employee health insurance + 35% off travel insurance
* Opportunity to give back to the community through paid leave for volunteering through nib foundation
* Access to our nib Well Program and corporate fitness discounts
* Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
* 18 weeks paid parental leave for all new parents regardless of carer status
* 5 days paid cultural leave for First Nations peoples
* 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees
Fine print
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.
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