Quality Assurance And Audit Officer

**Description**:
Zurich Cover-More helps people travel safely across the globe every day. We are there at every step of a traveller's journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with
As a result of recent acquisitions and growth, we have a permanent full-time position available for an experienced and driven Quality Assurance & Audit Officer to join our Internal Dispute Resolution Team.
This is your opportunity to shape the dispute process and provide meaningful process and service improvements to ensure the best outcome for our customers.
So, what's the job?
Review complaints process including phone calls, complaint outcomes and communications to identify deficiencies and recommend improvements particularly in the quality function.
Examine customer experience and satisfaction of complaints management, having consideration to the Voice of Customer.
Identify gaps in process, service or knowledge and liaise with relevant stakeholders to deliver improvements.
Review of live complaints as per agreed limits and processes to identify live issues against regulatory obligations, internal policies and procedures.
Conduct required number of closed book reviews.
Identify and determine issues arising from complaints from both "live" and "closed book" complaints.
And what are we looking for?
You'll have proven experience (ideally 5+ years) in insurance complaints handling
You'll have in-depth knowledge of claims and complaints handling, quality assurance, as well as regulatory standards and industry best practices
You'll bring exceptional written and verbal communication skills, with the ability to engage with senior stakeholders and convey complex information clearly
You'll be able to demonstrate a comprehensive understanding of regulatory standards, including ASIC (RG 271), GICOP, LICOP, and AFCA, and a commitment to maintaining compliance across all complaint's operations
So, why choose us?
We value optimism, caring, togetherness, reliability and determination.
**We have more than 2600 employees worldwide**: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 5 days in the office per fortnight.
Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business
Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
Travel and work with us. We'll help you keep travelling in your career, oh and quite literally with free travel insurance. We also offer great discounts through our extensive travel partnerships so start planning for your next trip today
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
APPLY TODAY AND LET'S GO GREAT PLACES TOGETHER
To learn more about working at Zurich Cover-More, check out our careers and benefits page