Quality Assurance Manager

About Us:
Step into the world of Gallagher Bassett, where risk management becomes a canvas of possibilities. Join our growing team of dedicated professionals who guide those in need to the best possible outcomes for their health and wellbeing. As a steward of trust, you'll be part of a resilient team, armed with cutting-edge technology and a relentless pursuit of a better way. Together, we will redefine the boundaries of excellence and elevate the industry to unprecedented heights. GUIDE. GUARD. GO BEYOND.

Overview:
**Your Role**

We are currently looking to onboard an experienced Quality Assurance Manager to join our Corporate Services Network (CSN) team here at Gallagher Bassett ensuring that insurance policies and procedures are being followed correctly and that the company is providing high-quality service to its customers.

You will oversee the quality control process, including conducting audits and reviews of insurance policies, claims, and customer interactions. You'll also develop and implement quality assurance programs and initiatives to improve efficiency and customer satisfaction. Additionally, you will have Quality Assurance Consultants reporting directly to you and you may train and mentor staff on quality assurance practices and provide feedback and recommendations for improvement.

This position will be offered on a permanent full-time basis with hybrid flexibility working in our Brisbane CBD office and from home.

**Responsibilities**:
**You will add value to Gallagher Bassett across the following**:

- Conduct quality assurance and operational auditing
- Collaborate with operational teams to discuss trends, improvements/training opportunities including GICOP reporting as well as working closely with compliance and legal teams
- Analysing potential risks, evaluating their impact, and implementing appropriate controls to mitigate those risks
- Collate QA data to present training to internal and external stakeholders
- Measure, analyse and report on performance
- Identifying risk and opportunities for improvement
- Assist in preparation and execution of audits by internal/external auditors
- Extensive reporting and review analysis
- Establish mechanisms to monitor and report compliance-related activities
- Ensure compliance with legislative requirements
- Maintaining accurate and complete records of compliance-related activities
- An eye for continuous improvement

Qualifications:
**We're interested in hearing from people who possess**:

- Prior experience in the insurance or financial services sector, specifically in a risk or compliance role within the first line
- In-depth understanding of the insurance and financial services industry, including knowledge of risk, legal, regulatory, and compliance obligations
- Proven track record in conducting operational risk assessments, profiling business risks, and managing incidents
- Exceptional ability to engage with stakeholders and work collaboratively across all levels of the organisation
- Strong analytical skills, investigative capabilities, and problem-solving aptitude

**If you live our values and demonstrate the people capabilities, we can not only offer you great career opportunities, but on a day to day you'll experience the following**:

- Flexible work arrangements - including WFH
- Paid Parental Leave
- Opportunities for ongoing education and development
- Service recognition awards
- Employee assistance program for yourself and immediate family members
- Excellent Working Environment - friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities
- Exciting career - as our Company grows, so do the opportunities for our people

**A brief overview on GB**

Gallagher Bassett is Australia's largest Third-Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations.

Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, and employing over 1000 staff.

GB values its employees and offers a friendly, comfortable working environment that facilitates a Work and Life Balance

**To be considered for this opportunity you must have the right to live and work in Australia when applying.**

**Agency applicants will not be considered for this role.**
- Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant._