Quality Assurance Manager

Welcome to This Australian Life. 

From 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 see where we can go?

The Quality Assurance Manager plays a key role in ensuring the smooth and successful delivery of the QA program. The QA will work with the Head of Quality Assurance, Remediation and Risk to ensure that the QA program reduces risk, improves consumer outcomes, and meets all regulatory and code obligations. Day-to-day the QAM will ensure the delivery of best-practice QA outcomes, including running effective in-team calibrations, ensuring that process documentation is current and relevant, and that stakeholders are engaged in a timely manner. 

The role requires management of a team of Quality Assurance Officers to ensure that QA targets are met and that core business needs are delivered. They will be required to represent QA in relevant forums such as projects and business initiatives that have QA impacts or involvement. 

In this role you will: 

• Deliver all relevant monitoring and QA targets. This includes targets/obligations under regulatory arrangements. 
• Provide effective people management, including delivery of all relevant people obligations such as training, performance reviews etc.
• Detect and govern of QA outcomes such as incident documentation. 
• Provide reporting and business insight as per agreed SLA's and also ad hoc as required.
• Review the TAL QA framework in conjunction with IL QA leadership to ensure that the TAL QA framework meets all obligations and requirements.
• Identify any risks or customer outcomes improvements that have been identified via QA activity, and the implementation of these improvements in conjunction with the relevant stakeholders.
• Ensure that all Compliance, Code and Regulatory obligations are screened during QA assessments and that all direct reports fully understand and are upskilled in these.

• Exceptional understanding of QA principles and methodology
• People Management skills
• Excellent written communication skills
• Process analysis & optimisation skills
• Root cause analysis & process development 
• Strong understanding of all Incident guideline criteria
• Strong Reporting and analytical skills. 
• Excellent lateral thinking skills
• Strong Excel skills
• Ability to work independently
• Strong influencing and  conflict resolution skills
• Ability to conduct effective meetings
• Coaching & training skills.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems. 

As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

At 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.

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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.