Quality Assurance Lead

Our Sales and Service contact centre support over 1 million RAC members providing exceptional member experiences every day. At the heart of it all, helping members through breakdowns, consulting on the best products to meet their needs and helping them get the most out of their membership with RAC.

We are currently on the lookout for a Quality Assurance Lead to join the team

As our Quality Assurance Lead reporting to the Quality Manager, you will play a pivotal role in our knowledge and quality assurance department within the quality team.

We are seeking a dynamic leader with a deep understanding of the insurance or finance industry to evaluate and monitor risk incidents, deliver valuable insights through analytics, and foster a culture of continuous improvement aligned with our organizational objectives and regulatory requirements.

Key Responsibilities:

- Collate, analyse, and identify statistically significant compliance-related data, and present findings in a clear and concise format to stakeholders.
- Identify and present actions and solutions to internal and external business partners to support compliance obligations and business objectives.
- Assist business leaders in assessing incidents, understanding causal factors, determining impacts, identifying control gaps, and reporting requirements, while recommending actions to prevent recurrence.
- Engage in both long and short-term projects, contributing to project definition, design, data analysis, interpretation, and presentation of results, including recommendations.
- Monitor and report on remedial activities undertaken by the business, including preventative measures.
- Identify improvement opportunities within Sales and Member Service (S&MS) operations for review and action.
- Coordinate activities associated with the Risk & Compliance Enhancement Program.
- Regulatory Knowledge: Develop a deep understanding of Risk and Compliance Management Frameworks and key regulatory requirements to enhance team capabilities.
- Manage the simplification and enhancements of the S&MS Knowledge Centre.

Key Skills and Abilities:

- Demonstrated ability to interpret data, prepare reports, and develop strategic initiatives.
- Proficient in Microsoft Office suite, including Word, Excel, and PowerPoint, for creating and managing documents, spreadsheets, and presentations.
- Highly developed ability to facilitate presentations, workshops, and meetings.
- Demonstrated ability to take initiative, generate ideas, and drive continuous improvement.
- Ability to manage a diverse workload and meet competing deadlines.
- Ability to operate effectively in a Values/Behaviour-based organization and role model Behaviours.
- Ready to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Collaborative mindset, building partnerships and working collaboratively with others to meet shared goals.
- Ability to develop and deliver multi-mode communications.

And the benefits?

A career at RAC is more than just a job. We are passionate about our people, and we strive to create an environment that fosters their growth, our culture, and diversity and inclusion for all.
- Professional career development and training
- Recognise the value of flexible working arrangements & embrace a hybrid work approach.
- Technology and tools to enable you to do your job from anywhere
- Access to RAC member benefits
- Generous discounts on home, contents, and car insurance plus free roadside assistance
- In-house Health and Wellness programs
- A very active Social Club - join one of the most active social clubs in Perth with over 900 members

About RAC

As an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. We encourage people of all abilities, Aboriginal and Torres Strait Islanders, diverse cultures, and backgrounds, LGBTIQ+ identities, and all age groups to apply.