Expression of Interest - Quality Assurance Specialist

Customer Advisor Quality Assurance | Expression of Interest

At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us.

 We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we’re ready when they need it most.

We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone. 

You'll be responsible for

• Supporting the implementation of the Quality Assurance Framework, delivering communication across the business for any changes or updates.
• Preparing QA results pack including analysis of trends, errors, breaches, and overall performance and report QA results to relevant Claims Team Managers, National Managers and Senior Managers.
• Maintaining Risk and Compliance QA breach register and sharing to Risk and Compliance and National Manager Quality Assurance by agreed due date.
• Recommending process improvements to QA leaders and escalating process reminders via CBO to release technical bulletin and communications based on QA results.
• Providing insights to the Claims Academy, where revision to training material may be required based on QA findings.

About you

• Extensive experience in GI claims management
• Demonstrated experience coaching and developing a claims team at a technical level
• Comprehensive knowledge and understanding of GI claims products
• Demonstrated evidence of technical proficiency with systems, software, databases, reporting and communication tools.
• Excellent verbal and written communication skills, capable of communicating with clarity, impact and influence.

What's on offer

• Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
• A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
• An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
• Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
• insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
• Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
• The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.

About Allianz

At Allianz, we care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations, abilities, and work statuses are not only welcomed, but valued for the perspectives and talents they bring to work.  We are committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.

Quality Assurance Specialist | Multiple Locations - NSW, VIC, SA & QLD | Hybrid Working | 12-month full-time contract

At Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there’s flexibility for balance and the support you need. We know that flexible work comes in different forms, that’s why we’re embracing hybrid teams - enabling employees to maintain a balance of working both in the office and remote, supporting the needs of both the business and individual. So, come and share your ideas, give back and feel proud to be part of a company doing work that matters across climate change and mental health. Let’s care for everyone’s tomorrow so we can create a better future together. 

About this role 

In this exciting new career opportunity, you will be responsible for reviewing claim activities to ensure Allianz continuously improves processes and technical capability that delivers an efficient, compliant and customer centric claims resolutions which meet the expectations of our customers, stakeholders and regulators. 

You'll be responsible for: 

• Promote a proactive claims file handling culture through peer reviews on claim files, claim processes and call reviews providing effective feedback on claims management, process improvements and customer service. 

• Work closely with claim managers to address potential issues, ensuring timely communication and swift resolution to prevent or mitigate customer impacts.

• Identify opportunities through the Quality Assurance program to increase efficiency, and minimise claim costs. 

• Promote a collaborative environment that fosters continuous improvement through the Quality Assurance program including feedback, training and process review. 

• Drive improvements in General Insurance Code compliance by proactively managing Code diaries, reviewing Code risk reports, and conducting customer- and partner-centric sample claim reviews.

• Provide support to claims during high-impact events, such as catastrophes.

Important to your success: 

• Knowledge and experience in risk and compliance management principles, particularly within the insurance industry.

• Extensive knowledge of claims handling and claims settlement processes 

• Knowledge of and exposure to risk and compliance management principles 

• Strong attention to detail – ability to complete tasks with thoroughness and accuracy 

• Ability to quickly identify errors or inconsistencies with information 

• Strong communication and interpersonal skills with the ability to build relationships with all stakeholders 

• Proven ability to manage internal stakeholder expectations and ensure timely triaging and resolution of issues.

Adjustments and support

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.

Join us. Let’s care for tomorrow. www.allianz.com.au/careers

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