Quality Assurance Consultant

Posted: 25/06/2025

Closing Date: 01/08/2025

Job Type: Permanent - Full Time

Location: Sydney, Australia

Job Category: Customer Service

**Quality Assurance Consultant**

Steadfast was founded on the belief that a network of brokers would be stronger together, and this idea has been the backbone of our culture ever since. We believe that none of us is as good as all of us.

At Steadfast we are proud of our diverse mix of people and skills, coming together across multiple business and business units to not only support our broker network, but to create the next generation thinking, systems and technologies that will drive the insurance sector forward.

We are leaders of the general insurance broking and underwriting industry, and we lead from the front.

**About the opportunity**

As a Quality Assurance Consultant, you will play a key role in maintaining high standards of claims service delivery through quality assurance, coaching, and operational support. You will be responsible for conducting audits, reviewing payments, and providing feedback to enhance team performance and customer satisfaction. This role requires strong attention to detail, excellent communication skills, and the ability to work collaboratively across multiple stakeholders.

You will also support the broader claims function by assisting during peak periods, contributing to process improvements, and fostering a culture of continuous learning and teamwork. Your ability to manage multiple priorities, adapt to change, and uphold compliance standards will be critical to your success in this role.

**Responsibilities**
- Conduct quality audits on phone calls and ensure the claim file is compliance and meeting the service standards.
- Provide coaching and feedback to claims consultants to enhance performance and customer experience.
- Review and approve claim payments, including receipting recoveries and performing sanction checks.
- Maintain strong relationships with internal and external stakeholders, ensuring effective communication and collaboration.
- Support cross-functional teams during peak periods and contribute to a positive, team-oriented work environment.
- Participate in team meetings, share knowledge, and continuously develop skills to improve efficiency and service delivery.

**Skills and Knowledge**

To be successful in this role, you will possess:

- A minimum of 2 years previous claims management experience and,
- 1-2 years previous experience working in Quality Assurance and/or audit
- Strong understanding of claims processes, including payment approvals and compliance checks.
- Experience in conducting audits and providing performance feedback.
- Excellent interpersonal and communication skills, with the ability to coach and support team members.
- High attention to detail and a commitment to quality and compliance.
- Strong organisational and time management skills, with the ability to manage competing priorities.
- A collaborative mindset and a proactive approach to problem-solving.
- Familiarity with regulatory and compliance frameworks relevant to the insurance industry.

**Benefits**

We offer an extensive range of benefits to reflect the value we place on our team whilst supporting them in their professional and personal lives. As a Steadfast employee you will benefit from and have access to:

- Flexible working to help you balance work and personal responsibilities
- Career enhancement and development opportunities through our technical and well-defined Leadership Pathway which utilises best in class programs through Xplore and Korn Ferry.
- Free company provided Life, Temporary Permanent Disablement, Salary Continuance and Travel insurances, plus access to other discounted insurances.
- An expansive Health and Wellbeing program, which includes annual free health checks, annual free skin checks, Flu shots, holistic support and advice, discounted gym membership, exercise events & challenges and confidential counselling.
- Discounts on travel, hotels, hire cars, electronic and vehicle packages through our various partners.
- Working in a vibrant and collegiate culture where you as a person, and your contribution is valued.

**About us**

At Steadfast, we provide valuable opportunities to build meaningful career opportunities alongside some of the brightest and most influential people in the insurance industry.

We are proud of our diverse mix of people and skills, coming together across multiple businesses and business units to foster next generation thinking, systems and technologies that will drive the insurance sector forward.

Diversity and our Social Responsibility is at the heart of our business, and we reflect this in our actions. We have strong commitments to equality; an active D&I committee and our Reconciliation Action Plan provides opportunities for First Nation peoples to work and grow. We are major sponsors of the Dive In festival, sponsor female entrepreneurs and are active members of the Champions of