Claims Quality Specialist

Claims Quality Specialist

Are you passionate about elevating service standards and making a real impact on member outcomes? Join our team as a Claims Quality Specialist and play a pivotal role in building a culture of quality and accountability within our organisation.

About the Role

Reporting to the Manager, Claims Quality, you'll be instrumental in implementing and embedding a robust quality framework across the Trustee team, Insurer, and Administrator. Your work will proactively identify and address quality gaps, ensuring best-in-class service for Members and Employers. Through comprehensive end-to-end quality reviews and audits, you'll validate and enhance the accuracy, compliance, and member experience of our insurance claims processes.

You'll also provide valuable insights to our Insurance Training team and help pinpoint training opportunities to uplift capability and service delivery across all stakeholders.

Key Responsibilities

• Design, prepare, and maintain the claims quality framework, ensuring all operational processes align with Insurance Policy, Fund Business Rules, regulatory requirements, and service benchmarks.
• Lead regular quality and call audits across all claim types, delivering actionable feedback and preparing informative reports to drive improvement conversations.
• Analyse trends and conduct root cause analysis, collaborating with management to develop and implement corrective actions for continuous improvement.
• Work closely with the Insurance Training team to establish forums that translate quality findings into targeted training and capability uplift initiatives.
• Contribute to process improvement and regulatory change projects, making a tangible difference under the guidance of the Insurance Leadership team.
• Champion a culture of accountability and quality excellence, with a sharp focus on enhancing service to Members and Employers.
• Build and maintain strong, positive relationships with both internal and external stakeholders.

What We're Looking For

• Extensive experience in insurance claims assessment, including robust understanding of policy definitions and eligibility requirements.
• Strong knowledge of insurance regulations, legislation, and business rules.
• Strategic problem-solving skills with a track record of delivering meaningful quality improvements.
• Exceptional written and verbal communication skills, coupled with keen analytical abilities and an eye for detail.
• Proven relationship-building skills across diverse stakeholders.
• Excellent organisational skills, with the ability to excel under pressure and meet demanding deadlines.
• Ability to thrive both independently and collaboratively within a team environment.
• Advanced proficiency with Microsoft Office Suite and insurance service systems (such as Aspire, Salesforce, etc.).
• A tertiary qualification in a business-related discipline is highly regarded.

Join Us

If you're ready to make a meaningful impact, drive quality outcomes, and help shape the future of claims excellence, we'd love to hear from you

About Cbus

Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

We want to hear from you

If you've read through the requirements of this role and you feel like you haven't fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website,

Applications Close 29 September 2025

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.