Quality Assurance Team Leader

3 days ago

North Lakes, Australia Auto & General Insurance Full time

**Your New Team**:
Join the Quality Assurance team within the Customer and Data division at Auto & General, where we uphold our commitment to 'The Auto & General Way.'

**The Role**:
As the Quality Assurance Team Leader, you will facilitate the ongoing development of our Quality Assurance Program, actively managing the business unit's goals and objectives while ensuring the effective monitoring of customer-facing agents.

**Position Accountabilities**:

- Facilitate change management by communicating effectively with stakeholders and the QA team.
- Plan and organise resources for testing conformance to quality guidelines, including risk and operational deliverables.
- Monitor and report on quality assurance practices, providing insights in stakeholder meetings.
- Support and oversee the completion of quality assurance practices to meet the highest standards.
- Provide training and support to QA team members on systems, policies, and procedures aligned with operational risk targets.
- Demonstrate strong interpersonal skills in communication with stakeholders, colleagues, and team members.
- Embed risk awareness in decision-making and working practices.
- Implement compliance-by-design practices to mitigate risks and enhance understanding within the team.

**Qualifications & Experience**:

- Experience with quality assurance or process improvement methodologies.
- Proven team leadership skills.
- Strong stakeholder engagement abilities.
- Knowledge of the General Insurance Code of Practice, regulatory guides, and acts applicable to general insurance.
- Familiarity with Verint or Genesys for QA purposes.

**Our Perks**:

- **Hybrid**:Work from home 2 days a week, with our office based in Kawana/North Lakes.
- **Location**:Access to retail, dining, parking, and public transport at our city fringe location.
- **Extra Leave**:Enjoy a paid 'ME' day, one paid volunteer day, and the option to purchase additional leave.
- **Development Opportunities**:Access a range of internal programs and online courses.
- **Employee Discounts**:Get discounts on Budget Direct insurance products.
- **Reward and Recognition**:Celebrate high performance with recognition, rewards, and incentives.
- **Onsite Facilities**:End-of-trip facilities and private spaces for nursing mothers.
- **Get Social**:Engage in vibrant social and community activities, including annual celebrations and fun days.

Auto & General is committed to fostering an inclusive and diverse workplace where everyone can succeed.
- Please note: Recruitment agencies are kindly asked to refrain from sending unsolicited resumes. Auto & General is not responsible for any fees related to unsolicited resumes._

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