Claims Quality Assurance Specialist

Company Descriptionrom the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we're all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.We're always looking for people who want to go further with us. People who do what's right, aim high, and work smart. Why not discover where we can go?Job DescriptionThis role is responsible for providing Quality Assurance in relation to claim assessment in line with the TAL Claims Quality framework and risk management principles.A key focus of this role is to promote a culture of risk management and continuous improvement by providing risk-based detective controls and insights relating to claim assessment. You may be required to lead the delivery of small to medium scale projects or well-defined tasks on major projects to enable QA remediation or continuous improvement initiativesQualificationsImplementation of the TAL Quality Assurance Framework in line with risk management principles.

• Coordination and completion of all activities aligned to Quality Assurance, identification of key trends and associated periodic reporting obligations.

• Promote a culture of risk management through constructive feedback and monitoring.

• Evaluate the effectiveness of Quality Assurance activities and practices to address key risks and critical processes.

• Evaluate the effectiveness of claims systems, controls and practices to ensure alignment to the claims philosophy, policies and risk principles.

• Maintain relevant quality records as required.

• Manage processes and record keeping associated with the issuing of delegations of authority.

• Maintaining current knowledge of life insurance guidelines, processes and policy changes. Ensure that Quality Assurance practices reflect industry best practice and TAL processes and policies, providing clear communication of each of these in a simple and accurate manner to team members.

• Liaise with the Claims Governance team and TAL Claims Team Managers, to ensure quality controls up to date and consistent with current policies.

• Act as a subject matter expert in Claims Quality Assurance, conducting process reviews and initiating change in order to contribute to continuous improvement of services.•Works independently and in line with our values, to agreed standards and guidelines with a full practical grasp of systems, methods and applications.

• Develops key stakeholder relationships and manages expectations in order to ensure the best service is delivered to customers.

• Ensures standards are met and the governance framework adhered to in order to maintain service levels.

• Provides a coaching and mentoring service to the team. Shares learning and best practice in order to contribute to overall team.

• Analyses Management Information and identifies areas of improvement to drive operational efficiency and continuous performance of service and to promote our culture and values

• If required to lead remediation/ continuous improvement projects:
• works with stakeholders to define project scope and approach
• prepares and maintains all project plans, reports and logs
• creates and maintains project stakeholder and governance structures.
• convenes and runs stakeholder meetings and facilitates stakeholder decision making.
• ensuresdeliverables meet stated requirements / standards.
• ensuresdelivery in line with TAL project management processes, governance and framework

Additional InformationAt TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don't check every box in the criteria above, we encourage you to apply today or get in touch with us here.To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.#LI-Hybrid #LI-Claims #InsuranceClaimsEveryone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone's responsibility.If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone's responsibility.If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone's responsibility.If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.