Quality Assurance Manager

**Quality Assurance Manager**

**Sydney**

**6 months contract role**

**Primary purpose of the role**

Execute contract management and quality assurance activities over General Lines Legal Panel and General Lines Claims Manager and Partners, to ensure that service delivery and performance is in line with contractual obligations and Agency expectations; recommend and manage improvement and remedial action as required. Provide advice and guidance, promoting consistently high-quality partner performance, operational excellence, continuous improvement and effective frameworks for breach and incident management.

**Key accountabilities**
- Engage with Legal firms/ Partners to support, issue directions, monitor and provide guidance.
- Initiate and maintain collaboration between Legal firms, Agencies and the Claims Manager, to understand and work towards achieving desired Partner behaviours and Agency and Customer outcomes.
- Benchmark Legal firms against KPIs and Service Levels and conduct Performance Reviews.
- Monitor allocation of matters between Legal firms and liaise appropriately with Technical Claims Manager Lead, Agencies and Claims Manager as required.
- Monitor expenditure and billing compliance on Legal services.
- Monitor Legal Panel firms/Partner compliance with contractual and regulatory requirements, through the partner performance frameworks and proactively deal with systemic issues or problems.
- Monitor and evaluate service delivery processes and outcomes to ensure service delivery is efficient and cost effective and action necessary improvements as required.
- Partner with Legal Firms / partner to oversee the adequate resolution of incident, breaches and errors and ensure effective reporting as required. Review and design process and plans accordingly. This includes Partners' 3rd Party supply chain.
- Analyse KPI outcomes and budgets to determine how efficiently and effectively goals and objectives are achieved.
- Report on Legal Firms/Partner performance and outcomes, providing insights identifying opportunities for improvement and devise plans to implement necessary changes.
- Day-to-day engagement with internal and external stakeholders, including Agencies, to resolve issues and identify areas of improvement opportunities and initiatives.
- Collaborate with internal teams, including the Worker Compensation team to align and promote enterprise thinking.
- Collaborate and engage with Transport for NSW for alignment on Whole of Government policies and practices.
- Proactively monitor and analyse Legal firms/Partner processes, systems and projects for areas of potential service and contractual risks, including security, privacy and fraud risks, and assess and address mitigating actions.
- Assist Audit, Risk and Compliance team to facilitate audits and risk and compliance activities and monitor and manage treatment plans.
- Proactively monitor and analyse Customer Experience Scores (NPS) and other sources of information to build awareness and insights into Partner behaviours and risk matters, including

participation in and/or engagement with relevant internal stakeholders such Customer Insights team.
- Provide support to the Partner Performance Manager in the design, implementation and monitoring of relevant contract governance structures, operational and risk frameworks and underlying process.

**Essential requirements**:

- Pre-employment checks
- At least 5-6 years' experience working in QA/Contract Management/Risk & Compliance
- Demonstrated capability to deliver high-performance outcomes, including service delivery and customer outcomes
- Effective Communicator with the ability to synthesise and translate technical and complex information concisely for diverse audiences
- Tertiary qualifications