QA Consultant Motor Claims

3 weeks ago

North Lakes, Australia Auto & General Insurance Full time

**The **R **ole**

The Quality Assurance Specialist (Motor Business Performance & Strategies) will play a key role in the ongoing development of the Motor Claims & Assessing Quality Assurance program. The incumbent will be actively involved in the ongoing efficient monitoring of internal and external compliance (procedure adherence and technical precision) for the Motor Supply Chain, Assessing Support Officers, Customer Service Officers and for Fraud.

This role will be responsible for regular and independent technical assurance reviews in line with the Motor Claims & Assessing Assurance criteria and documented standard operating procedures. The incumbents will be able to identify areas of improvement in claims handling processes across the Insurance value chain including supplier processes and customer interactions.

You will ensure timely and accurate dissemination of results, trends, opportunities and breaches of Procedure.

**Position Accountabilities**
- Technical Quality Assurance: Ensure consistency and adherence to established Motor Claims standard operating procedures and technical excellence, actively monitoring and reviewing claims processing across the Motor Claims & Assessing value chain whilst remaining unbiased.
- Technical Expertise: Demonstrate in depth knowledge and understanding of motor claims management processes across the claims value chain (including suppliers), responsibilities, regulations and practices. Demonstrate a high level of awareness of the approach to achieve cost effective financial claim outcomes and keep up to date with the Motor Claims & Assessing division, supplier, process, regulatory and industry changes.
- Team Performance Improvement: Support continuous technical upskilling by identifying areas of improvement within the team’s technical capabilities. Proactively identify and communicate opportunities for process enhancements, learning and development opportunities that drive efficiency and improve claim outcomes.
- Performance monitoring and technical reporting: Monitor team member and supplier performance and adherence to standard operating procedures using assurance frameworks and metrics. Maintain accurate records and analyse trends to identify improvement areas and corrective actions. Provide regular reports and technical feedback with insights and recommendations to support data driven decision making and future technical training and upskill.
- Stakeholder collaboration and Communication: Foster effective collaboration and communication with stakeholders including leaders, technical trainers, coaches, consultants, suppliers and other relevant departments to ensure alignment, knowledge sharing and the timely resolution of technical challenges.
- Risk Management: Identify and report risks associated with potential breaches of standard operating procedures that could impact customers and/or the insurance company’s operations, reputation, or regulatory compliance.
- Time and Resource Management: Effectively manage time and resources to meet quality assurance objectives and prioritise workload efficiently and effectively.

**What experience you’ll bring;**
- 3-5 years’ experience in Motor Claims & Assessing, Motor Supply Chain and / or in a technical auditing or process improvement role.
- Well-developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in Motor Claims
- Excellent analytical, problem solving and decision-making skill.
- Exceptional communication (both verbal and written) and interpersonal skills, with the ability to liaise effectively with various stakeholders.
- Demonstrated ability to effectively engage, influence and develop others.

**Our **P **erks**
- **Extra leave**:

- Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving**:

- If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- **Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts**:

- You’ll receive discounts on Budget Direct insurance products.
- **Reward and recognition**:

- We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities**:

- There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social**:

- Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and prog

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