Quality Assurance Consultant - Insurance

Quality Assurance Consultant

WOW Recruitment is seeking a Quality Assurance Consultant to join a high-performing team. 

Our client is a fast-growing leader in the Australian life insurance market, recognised for setting an entirely new standard in employee engagement and client satisfaction. They have built an outstanding reputation based on simplicity, rapid turnarounds, and a collaborative, service-oriented culture. They firmly believe their people are their ultimate advantage, creating a vibrant environment where great minds combine to improve the lives of those they impact.


Benefits

• Fortnightly half day Fridays!
• Join the industry leader in employee engagement—work with people you genuinely know and like.
• Play a key role in defining QA frameworks with opportunities to mentor and coach.
• Work in a business that actively listens to your ideas to reduce cycle times and challenge the status quo.

You Will Be

• Leading Quality Assurance: Conducting phone-based and process audits across the direct call centre, partner teams, claims admin, and underwriting support.
• Optimising AI & Tech: Managing and tuning Amazon Connect AI rules to maximize QA coverage, expand targeted sampling, and improve overall workflows.
• Analysing & Reporting: Delivering monthly performance reports, quarterly trend analyses, and annual QA ratings for operational staff.
• Driving Continuous Improvement: Updating procedural documentation, contributing to risk management forums, and identifying skill gaps to help create targeted staff training.

You Are

• Experienced in Insurance: You bring 4+ years of experience in retail insurance administration/servicing within financial services.
• QA & Tech Savvy: You have at least 1 year of call monitoring experience, telephony platform administration skills, and proven comfort using AI tools (like Copilot) to enhance productivity.
• An Exceptional Communicator: You possess top-tier written and verbal communication skills, rigorous attention to detail, and excellent proofreading capabilities.
• A Relationship Builder: You have the interpersonal skills to build immediate credibility and strong working relationships with diverse internal stakeholders.
• Highly Advantaged If: You hold an RG146 qualification, have prior life insurance QA experience, or bring a background in coaching and mentoring.

If this sounds like the role for you please APPLY NOW contact Caitlin@wowrecruitment.com.au // 02 8320 0683