Review and assess inbound and outbound customer calls against approved QA frameworks, scripts, and service standards, evaluating tone, accuracy, professionalism, customer experience, and compliance.
Identify coaching opportunities and provide clear, constructive, and action-oriented feedback.
Participate in calibration sessions to ensure consistent and fair scoring.
Conduct regular audits of customer files, including policies, claims, complaints, cancellations, and supporting documentation.
Ensure compliance with internal policies, governance standards, and regulatory requirements.
Verify the accuracy, completeness, timeliness, and appropriate approval of documentation.
Identify risks relating to disclosures, decision-making, record-keeping, and process adherence.
Document QA and audit findings clearly, maintain accurate records, and provide practical recommendations to relevant stakeholders.
Identify and escalate high-risk issues, potential breaches, or systemic concerns in line with internal escalation procedures.
Support root cause analysis, continuous improvement initiatives, and QA / audit reporting by tracking trends and emerging risks.
Provide insights to support coaching, training, and informed business decision-making.
Maintain strict confidentiality and integrity of all QA and audit data.
Undertake other role-specific duties as required, including supporting the Compliance Manager.

Strong attention to detail and sound judgement.
Clear written and verbal communication skills.
Ability to provide constructive, professional feedback.
Good understanding of QA, risk, and compliance principles.
Ethical, fair, and respectful approach.
Ability to work independently, manage competing priorities, and collaborate effectively.
Proactive, solutions-focused mindset with a commitment to continuous improvement.
Experience in pet insurance or general insurance.
Tertiary qualification in Business, Compliance, or a related discipline.
Previous experience in Quality Assurance, Compliance, Risk, or Audit is preferred.
Contact centre QA or internal file audit experience is highly regarded.
Strong understanding of insurance products and services, particularly within Australia and New Zealand.

Quality Assurance Analyst – AU/NZ Insurance Experience

Key skills