Quality Assurance Specialist

2 months ago

Sydney, Australia TAL Full time

Company Description

Welcome to This Australian Life.

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not see where we can go?

**Job Description**:
The key focus of the Quality Assurance Specialist role will be to conduct daily, weekly and monthly quality assurance activity across TAL Individual Life. This role will conduct Quality Assurance work across voice and back-end activities, including sales, service and back-end administrative operational activity. Depending on the Quality Assurance task, the Quality Assurance Specialist will either listen to call recordings involving customer and representative contact or review back-end operational tasks and forms. As the Quality Assurance Specialist, you will be expected to write-up potential incidents in line with TAL risk management processes as well as this you will be conducting regular analysis on business improvement and customer outcome optimisation opportunities.

In this role you will:

- Conduct Quality Assurance assessments for TAL Individual Life.
- Identify and capture Level 1 Risk.
- Manage business relationships.
- Conduct call calibration sessions.
- Be responsible for process improvement & business optimisation.

**Qualifications**:
To be successful in this role you will have,
- A thorough understanding of all TAL Individual Life Compliance, Quality Assurance and process requirements including a strong working understanding of all core licence, regulatory and legal requirements.
- Excellent attention to detail and analytical skills.
- Strong ability to build relationships and effective stakeholder management.
- Sound knowledge of all TAL products and services.
- Understanding of core principles relating to fraud, revenue leakage and cost reduction within a contact centre environment.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.

Additional Information

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don’t just say it; we do it. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

LI-Hybrid

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

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