Your new company

A leading, international insurance provider is seeking a Quality Assurance Consultant to join their Insurance and Travel Complaints team. This organisation is known for its commitment to customer service, regulatory compliance, and continuous improvement. This newly created role offers an exciting opportunity to contribute to quality assurance and operational excellence in a dynamic environment. This is a temporary position for 6 to 12 months, with opportunities for extension.

Your new role

In this role, you will be responsible for assessing complaints handling activities, coaching team members, and driving quality improvements across the Travel Insurance portfolio. You will work closely with internal stakeholders to ensure compliance with industry standards and regulatory obligations.

• Assessing complaints handling activities to ensure quality and compliance.
• Designing transaction monitoring formats and quality standards.
• Providing coaching and feedback to team members based on QA assessments.
• Tracking performance metrics at both team and individual levels.
• Ensuring QA criteria align with Risk, Compliance, Legal, and Regulatory requirements.
• Collaborating with internal stakeholders to develop consistent standards and practices.
• Analysing QA trends and identifying opportunities for process improvement.
• Standardising materials and implementing best practice frameworks.
• Generating reports highlighting gaps and driving strategic improvements.
• Presenting insights to senior stakeholders to support decision-making.

What you'll need to succeed

• Experience in Quality Assurance within the insurance industry.
• Strong understanding of Complaints Management in a General Insurance environment.
• Knowledge of regulatory obligations including the Code of Practice and RG271.
• Proficiency in Microsoft Office Suite.
• Excellent communication skills – written, verbal, and active listening.
• Strong time management and ability to work independently.
• Exceptional interpersonal and stakeholder engagement skills.
• Experience in coaching for performance and familiarity with performance management methodologies (highly regarded).
• High attention to detail.

What you'll get in return

• Opportunity to work with a respected insurance provider.

• Supportive and inclusive team culture.

• Career development and training opportunities.

• Competitive salary and employee benefits.

• Central Melbourne location with hybrid work flexibility.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.