Quality Assurance Specialist

**The role**:
As our new Quality Analyst, you will be responsible for undertaking reviewing with Specialist Claims and Investigations for quality, compliance GICOP and complaint handling policies.. You will:

- Lead the uplift of risk management tools, practices, and policies to assess and manage enterprise risks
- Collaborate with multiple stakeholders and functional departments to foster a team-based approach and risk-aware culture
- Create strong internal controls on General Insurance Code of Practice and monitor adherence of the Claims Investigation Unit
- Maintain currency of knowledge on decisions made within CDR and AFCA and any changes within General Insurance Code of Practice
- Undertake internal compliance reviews and assessments, with a view to identify control weaknesses and implementing measures to address
- Collaborate with Claims Investigation Unit leaders to identify solutions for gaps and control weaknesses
- Prepare strategic level reports and submissions to management and the Risk Committee
- Development and delivery of risk and compliance management training programs
- Provide feedback on required corrective actions and ongoing learning and development opportunities (within KPI and SLA requirements)
- Manage a personal portfolio effectively and assist other team members when necessary
- Maintain understanding of up-to-date industry trends in terms of fraudulent / criminal activities and technological advances and a sound knowledge of regulatory requirements, company processes, systems, products, and brands
- Ensure that all written communication templates to customers or other stakeholder are compliant with General Insurance Code of Practice
- Establish and maintain of Claims investigation Standard Operating Procedures

**What experience you’ll bring**:

- Demonstrated knowledge of General Insurance Code of Practice, Insurance Contracts Act and ASIC requirements for General Insurers
- A working knowledge of general insurance investigations and insurance legislation & processes
- Experience in undertaking compliance or audit activities
- High-level judgement skills and able to make sound & timely decisions that keep the function moving forward
- Able to build strong customer relationships & deliver on customer-centric solutions
- The ability to build partnerships & work collaboratively with others
- Excellent communication skills, and able to communicate to stakeholders across all levels
- Can make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems with strong data collection & analysis experience
- Holds self and others accountable to meet commitments with the demonstrated ability to consistently achieve results
- Excellent problem solving, decision-making, negotiation & conflict resolution skills

**Our perks**:

- ** Location**:North Lakes** - Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. **Kawana -**This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you. **Toowong -**Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.
- ** Extra leave** - Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- ** Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- ** Workplace giving** - If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- ** Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- ** Employee discount** - You’ll receive discounts on Budget Direct insurance products.
- ** Reward and recognition** - We reward high performance with employee recognition, reward and incentive schemes.
- ** Onsite facilities** - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- ** Get social** - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

**About us**

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We pro