Quality Control

**What makes us, us**

Established in 1840, we’re Australia’s first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we’ve grown to a company of nearly 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.

We support your Real Wellbeing so you can better support our members’ and customers’ wellbeing journey

There are four key attributes that set us apart:

- **Good people**: We strive to set ourselves apart through the capability, warmth and expertise of our people.
- **Wellbeing experts**: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
- **Long-term commitment**: As a member-owned company, we’ve been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
- **Driving positive impact**: Everything we do is focused on making a positive difference at a personal, community and societal level.

These pillars are infused with our values of **bold**, **warm** and **honest**

**Our Opportunity**

Australian Unity is a health, wealth and living mutual company providing services to almost one million Australians, including around 300,000 members nationwide. We now have a fantastic opportunity to join the Quality & Controls Assurance team within our Health Insurance business.

The Quality Control (QC) Analyst will play a critical role in maintaining and lifting quality standards in Health Insurance Services. The QC Analyst will take ownership of assessing transactions and calls within the Australian Unity Health Insurance business, use the quality control framework and insights to develop and coach others, helping the business by driving operational excellence through process improvement.

**What you will deliver**
- Assess and monitor frontline staff in Health Insurance Operations and Contact Centers in line with Australian Unity policies and processes
- Assess and monitor transactions in line with the Transaction Validation Quality Control/Assurance process, Record the outcomes of quality assessments, producing reports highlighting key insights and results
- Actively participate and assist in the development of the Quality Control/ Assurance strategy and projects
- Help create a coaching culture that drives quality outcomes putting the customer front and centre
- Provide constructive feedback to individuals and Team Leaders maximising opportunities for employee motivation and learning.
- Act as a ‘Subject Matter Expert’ who provides advice to staff within Health Insurance Operations
- Conduct analysis and develop, learning, process, and individual improvement recommendations
- Partner and collaborate across functions to deliver on key strategic initiatives and drive customer obsession.

**What we are looking for**

To be successful in this role you will have strong commercial acumen, sound judgement and decision-making skills. You will be able to communicate effectively with a wide variety of stakeholders and can drive innovation and creative thought.
- Tertiary qualification in a related
- Extensive experience working in a customer service environment
- Strong analytical skills - ability to analyse data to find a root cause
- Proven problem-solving skills
- Exceptional Written & Oral communication skills

**Specialisations that would make an impact**
- Experience gained within quality control, controls assurance or similar risk and compliance background
- Private Health Insurance experience, and/or knowledge of Private Health Insurance legislative requirements

**Our Benefits**

You will enjoy a range of great employee benefits and rewards including:

- Competitive Remuneration and variable bonus
- A range of attractive product and service discounts from Australian Unity’s Retail and Wealth Management portfolio - including health insurance and banking products
- Flexible Working Arrangements including Work-From-Home days with a real work-life balance
- Available access to LinkedIn Learning courses through our great Learning platform
- Additional paid Wellbeing and Volunteer leave days yearly

**Where to from here?