QA Team Leader

7 months ago

Sydney, Australia Neilson Financial Services Full time

**Company Description**
At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple and great-value direct life insurance products.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

The QA Team Leader is responsible for the day-to-day supervision of a team of QA Agents, whose primary function is to conduct quality assurance assessments on calls (sales, customer service and claims), to manage regulatory and operational risk and assist with the personal development of contact centre staff.

Working closely with the Learning and Development Team, the QA Team Leader will help identify trends and training needs through the analysis of QA results and deliver constructive feedback to sales and customer care management, aimed towards driving a culture of continuous improvement.

**Duties & Responsibility**

As the QA Team Leader, your primary responsibilities will include:

- Leading a team of QA Agents, ensuring calls are assessed consistently, in line with the existing QA framework.
- Driving the team of QA agents to achieve agreed business KPIs at all times.
- Working closely with the Learning and Development Team to identify trends and training needs through analysis of QA results.
- Providing relevant and constructive feedback to the sales, customer service, and claims teams.
- Escalating complaints and breaches to appropriate management when detected, and supporting the Compliance Team with its investigations.
- Providing an opinion on the practical effectiveness of the QA framework to Compliance and Operations, contributing towards process improvement.
- Conducting ad hoc quality assurance assessments, where required.
- Administering NFS’ QA Appeals process, ensuring that QA assessments escalated for appeal are reviewed appropriately and recorded accurately.
- Maintaining excellent and up-to-date knowledge of NFS’ products, systems, and processes, along with a good understanding of operational and regulatory risk.
- Assisting the wider Risk and Compliance Team with the practical embedding of any changes to the QA framework due to regulatory changes.
- Assisting the Risk and Compliance Team with risk management assurance activity in relation to the QA framework through initiatives such as ‘check-the-checker’.
- Producing regular performance reports and management information to facilitate effective oversight of the function.
- Ensuring that the QA Team adheres to all company policies and procedures.
- Participating in the delivery of ad hoc projects set by the business from time to time. Hosting collaboration sessions with sales, customer service, and claims management to ensure the QA framework is understood, enforced consistently, and embedded within the company culture.

**Qualifications**
- Previous experience working within a quality assurance function in a financial services firm as a Manager, Team Leader, Senior/Lead QA Agent, or similar.
- Proven line management experience or extensive mentoring/coaching experience.
- A good understanding of the Australian and/or New Zealand life insurance regulatory environment, desired.

**Attributes**
- A clear customer focus and excellent communication skills.
- Strong attention to detail and analytical skills.
- Desire to help others achieve within a team environment.
- Ability to work towards targets and manage KPIs.
- High degree of adaptability and willingness to embrace change.
- Passion for quality and driving performance.
- Excellent stakeholder management and relationship-building skills.
- Drive and motivation towards continuous improvement.
- A positive team player. Embody the values of NFS and demonstrate the highest level of integrity.

**Additional Information**
If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you

**Accessibility for Job Applicants**:
**Equal Opportunity Employer**:

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