Quality Assurance Leader

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Newcastle, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

We're seeking a passionate leader to manage our Quality Assurance team within the NI business. In this role, you’ll oversee quality reviews, provide performance insights and help identify risk and improvement opportunities across the claims portfolio.

You'll work closely with business leaders to drive performance, enhance customer outcomes, and contribute to organisational success. A key focus will be leading the team to meet monthly review and reporting targets through strong stakeholder engagement and effective leadership.

This will be a full time, 9-month secondment position based in the Newcastle office, with flexibility to work from home up to 2 days per week.

YOUR RESPONSIBILITIES
- Lead and coach a high-performing Quality Assurance team by setting clear expectations, providing regular feedback, and supporting individual development.
- Align team capability with business objectives by identifying skill gaps, distributing workloads appropriately, and recruiting and retaining top talent.
- Foster a culture of quality, customer focus, and continuous improvement through knowledge sharing, goal setting, and performance management.
- Ensure timely completion and high standard of QA reviews under relevant frameworks to meet internal and contractual quality measures.
- Build strong internal stakeholder relationships by providing valuable insights, addressing feedback, and supporting business initiatives.
- Monitor and report on team performance and outcomes, using data to identify trends, performance gaps, and opportunities for improvement.
- Stay updated on QA practices, regulatory requirements, and business procedures, ensuring compliance and contributing to process enhancements.
- Promote a strong WHS culture by leading by example, ensuring compliance with safety standards, and supporting team wellbeing and training.

ABOUT YOU
- Proven people leadership and team management skills, including coaching, change management, and team building.
- Strong project and stakeholder management abilities, with experience delivering results in high-volume, deadline-driven environments.
- Advanced analytical and problem-solving skills, with a focus on continuous improvement and innovative solutions.
- Excellent communication and organisational skills, including facilitation, prioritisation, and attention to detail.
- Industry experience in insurance or workers' compensation, with a track record of achieving business objectives and service improvement.

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

- A vibrant, collaborative innovative team culture
- Flexibility with opportunity to WFH when you are fully trained in your role.
- A corporate wellbeing program with discounted health insurance and gym membership
- Access to discounts at over 350 retailers through our Rewards Hub program
- Entitlement to an annual tenure and performance-based recognition reward
- Comprehensive learning and development support
- Companywide events to celebrate success.
- Quarterly Reward and Recognition Awards
- Up to 16 weeks paid parental leave, plus super