Technical and Quality Consultant
lotuspeople.com.au ·www.lotuspeople.com.au
Apply direct
ABOUT THE COMPANY
Lotus People are delighted to partner with one of our favorite clients – an innovative and forward-thinking life insurance business that’s transforming the way insurance operates. Known for their exceptional service standards and commitment to employee satisfaction, this fintech company is at the forefront of the industry. This is a company that is truly passionate about creating a fantastic workplace culture, putting their people at the forefront of everything they do!
ABOUT THE ROLE
An exciting opportunity has come up for an experienced Technical & Quality Consultant to join a high-performing team. In this role, you'll be responsible for leading quality assurance activities across customer service, underwriting and direct sales functions, ensuring compliance obligations are met while maintaining exceptional customer experiences. You'll partner with operational leaders, support training initiatives, leverage AI-driven quality monitoring tools and play a key role in driving process improvements, operational excellence and risk management outcomes across the business.
DUTIES
At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.
Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted
candidates will then proceed to a virtual interview with the consultant managing the role.
Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.
Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.
Lotus People are delighted to partner with one of our favorite clients – an innovative and forward-thinking life insurance business that’s transforming the way insurance operates. Known for their exceptional service standards and commitment to employee satisfaction, this fintech company is at the forefront of the industry. This is a company that is truly passionate about creating a fantastic workplace culture, putting their people at the forefront of everything they do!
ABOUT THE ROLE
An exciting opportunity has come up for an experienced Technical & Quality Consultant to join a high-performing team. In this role, you'll be responsible for leading quality assurance activities across customer service, underwriting and direct sales functions, ensuring compliance obligations are met while maintaining exceptional customer experiences. You'll partner with operational leaders, support training initiatives, leverage AI-driven quality monitoring tools and play a key role in driving process improvements, operational excellence and risk management outcomes across the business.
DUTIES
- Conduct quality assurance audits across customer service, sales, underwriting and tele-interview functions
- Review customer interactions to ensure compliance, quality and service standards are maintained
- Manage and optimise AI-driven quality monitoring tools and audit frameworks
- Prepare monthly, quarterly and annual quality performance reporting and trend analysis
- Develop and maintain operational procedures, work instructions and quality documentation
- Identify quality risks and recommend process improvement initiatives
- Collaborate with operational leaders to improve customer outcomes and operational efficiency
- Create training materials and support coaching initiatives to address quality gaps
- Contribute to risk management forums and quality-related governance activities
- Minimum 5 years' experience within retail insurance administration, servicing or operations
- Previous quality assurance, call monitoring or compliance auditing experience (minimum of 6 months)
- Strong understanding of financial services regulatory and compliance requirements
- Experience working with telephony platforms and quality monitoring systems
- Demonstrated ability to analyse data, identify trends and provide actionable insights
- High-level written and verbal communication skills
- Strong stakeholder engagement and relationship-building capabilities
- Advanced attention to detail and problem-solving skills
- Experience using AI tools and emerging technologies to improve workflows and productivity
- Intermediate to advanced Microsoft Excel and Word skills
- Supportive, collaborative and high-performing team culture
- Exposure to senior leadership and cross-functional teams
- Flexible working arrangements (3 WFH days) & enjoy a day off every month
- Opportunity to join a business experiencing strong national growth
- The company fosters a transparent environment. Employees feel heard and valued, with easy access to founders and leadership
- Successes are always celebrated!
At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.
Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted
candidates will then proceed to a virtual interview with the consultant managing the role.
Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.
Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.
Frequently asked questions
Who is hiring for the Technical and Quality Consultant role?
lotuspeople.com.au is hiring for the Technical and Quality Consultant position, a Shazamme client. Apply directly on the employer's career site.
Where is the Technical and Quality Consultant job located?
The Technical and Quality Consultant role with lotuspeople.com.au is based in Sydney, NSW, AU.
What does the Technical and Quality Consultant role pay?
lotuspeople.com.au lists the Technical and Quality Consultant role at AUD 90,000–100,000 per year.
Is the Technical and Quality Consultant role full-time or contract?
This is a full time position at lotuspeople.com.au.
What experience level is the Technical and Quality Consultant role?
The Technical and Quality Consultant position is aimed at mid-level candidates.
How do I apply for the Technical and Quality Consultant role at lotuspeople.com.au?
Apply directly on lotuspeople.com.au's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.