Quality Assurance

Quality Assurance & Monitoring Lead

We are somewhat different

Hannover Re - more than 3,500 employees at locations all over the world.

Our strength? Connecting Power: We rely on each other.

As a reinsurer, we protect customers in the event of a claim. This requires customised, innovative solutions. Solutions that worked yesterday may be outdated tomorrow. We challenge ourselves and continuously optimise our services, advice and products. All this makes us one of the leading and most profitable reinsurance groups in the world as well as a reliable employer.

We are a major player in the Life & Health reinsurance market in Australia and New Zealand and we have the benefit of being small and nimble but with the financial backing of one of the largest reinsurers in the world. We currently have an exciting opportunity in our Life & Health subsidiary in Sydney which plays a major part in the success of Hannover Re globally.

We are seeking a Quality Assurance & Monitoring Lead to join our Retail team. The role will be a 2 year contract position reporting directly to our Senior Manager Partnership Governance.

About the role

As a Quality Assurance & Monitoring Lead you will be responsible for implementing and maintaining a comprehensive quality assurance program within our Retail Team. Working closely with internal teams and external stakeholders, this role is essential to ensure the integrity and effectiveness of life insurance processes by monitoring, assessing and providing feedback to deliver exceptional outcomes for our customers, clients and our organisation.

**You can look forward to**
- Assess and evaluate both internal and external quality assurance programs to ensure alignment with organisational goals
- Provide constructive feedback to continuously develop the quality assurance program
- Conduct regular monitoring activities to agreed standard and timelines to ensure process adherence
- Activities will include reviewing calls, files, scripts and other materials and data which form part of the monitoring program
- Analyse findings from monitoring activities and provide comprehensive reports with actionable insights to Retail Management, Compliance and other relevant business areas
- Where required, design and implement monitoring activities and the supporting tools, including investigating options for automation to ensure consistent and efficient delivery of quality assurance
- Develop other reporting as required
- Monitor partners adherence to contractual obligations
- Build and maintain strong, collaborative relationships with internal and external stakeholders
- Effectively communicate findings and foster engagement through face-to-face and virtual interactions

**You come equipped with**
- Advanced level MS Office skills
- RG146 compliant or prepared to obtain the qualification
- 5+ years life insurance experience in quality assurance in sales and/or customer service
- Sound knowledge of the Life Insurance regulatory environment including the Life Insurance Code of Practice
- Excellent organisation, attention to detail and ability to prioritise effectively
- Clear and effective communication, both written and verbal
- Strong analytical and problem-solving skills
- Ability to work as a team and with mínimal supervision
- Strong knowledge of life insurance products

It is a requirement that all applicants have unlimited rights to work in Australia i.e. must either be an Australian citizen or have permanent residency.

What do we offer you:
Are our values "Responsibility", "Drive" and "We-Spirit" aligned with yours? We foster a culture of respect in our workplace, supporting and encouraging respectful communication and behaviours, acknowledging differences and honouring the people we interact with, taking the time to understand their needs and perspectives.

Atmosphere: You will find an international working environment with short decision channels, an open feedback culture and a sense of community shaped by mutual respect and a readiness to help.

Benefits: We value every individual and consider our people to be important to the success of our business with each of us working together to contribute to a common success. Structured onboarding, hybrid working arrangements, EAP as well as modern offers for personal development and wellness activities, we prioritise employee wellbeing and engagement.

Prospects: You contribute your specialist and methodological expertise, and we offer you fresh input and the opportunity to further develop your potential - including room to come up with innovative ideas and act on them

Only together can we achieve our objectives.

We not only offer a job and a title, but if you are looking for an organisation which values its people and is "Somewhat Different", then we want to hear from YOU All you need to do is hit apply.

No agencies please.

Job ID 2257