About the role
We're looking for an experienced Quality Assurance Team Lead to lead the performance and impact of our QA function within Member Services. The role combines 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.
Responsibilities
* 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.
Qualifications
* 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 Qualifications
* Experience leading change or transformation initiatives.
* Strong critical thinking and problem‐solving capability.
Benefits
* New starter benefit to help set up a functional home workspace.
* 50% discount on employee health insurance + 35% off travel insurance.
* The 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.
Hybrid Working Model
Our hybrid working model offers flexibility to work from home or our purpose‐built office hubs, designed for focus, connection and collaboration.
Diversity, equity and inclusion
We welcome candidates who reflect the diversity of the communities in which we operate, encouraging Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ and culturally diverse community members to apply for open roles.
Legal & EEO
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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