Quality and Optimisation Specialist

2 days ago

Sydney Central Business District, Australia EML Full time

**Quality and Optimisation Specialist**:
NSW - Sydney CBD CTP Full Time

**THE OPPORTUNITY**

The Quality and Continuous Improvement Specialist is responsible driving, owning and improving internal and external audit outcomes. Working closely with the Senior Leadership Team, Case Managers and Insurer, the Specialist will coordinate internal Quality Assurance and regulator audit responses as well as implementing the continuous improvement activity arising from feedback from these audits. The purpose of the role is to ultimately uplift the overall quality and performance of the CTP claims team from a regulatory, contractual and customer experience perspective.

This position requires a high degree of collaboration with claims teams, management and the host insurer to deliver the highest level of quality, performance and competence. Additionally, the Specialist will be required to not only manage, control and diagnose quality audit issues, but also work to resolve and close out live issues.

This will be a **Full Time **Permanent** position based in the **Sydney, George Street** office, with flexibility to work from home.

**YOUR RESPONSIBILITIES**
- Develop, implement and assist in driving the strategic direction, performance and sustainability of the CTP claims teams, in line with the regulator’s requirements and EML’s Claims Management model and objectives.
- Seek to understand and adopt the QA framework as part of onsite BAU processes and identify and evaluate organisational development needs across the CTP portfolio.
- Build and maintain productive internal and external relationships by liaising effectively and collaboratively with host insurer, management, claims teams and shared services.
- Provide accurate and complete information that is consistent and easy to understand including options for addressing areas of remediation and processes, tools and opportunities that will rectify these issues.
- Act as facilitator between Shared Services and Operations teams to ensure Quality and Improvement objectives are met.

**ABOUT YOU**
- Demonstrated experience working in a similar role with exposure to Quality Assurance requirements and working with regulators
- Prior CTP claims management experience
- Tertiary studies in Allied Health desirable
- Strong customer service skills
- Attention to detail and organisational skills

**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. For more information on EML’s employee benefits please visit your Employee Hub here.

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