Quality Assurance Officer (Partner Monitoring)

• Join our passionate and collaborative team who love what they do
• Australia's first general insurer solely focused on Pet Insurance
• Chatswood, pet friendly office with Hybrid work

Bring your strong attention to detail and play a hands-on role in ensuring the quality of customer experiences with our Brand Partners. Reporting to the Compliance Team Leader, the Quality Assurance Officer will undertake monitoring of calls for our external brand partners to ensure that the highest Quality Assurance standards are maintained to support PetSure’s unique position as the underwriter for 29 pet insurance brands currently in market.

A key driver of success in this role will be an excellent attention to detail and the ability to build strong relationships with all stakeholders to ensure that best – practice regulatory standards are met.

The successful candidate will strive towards a ‘continual improvement’ approach by providing constructive feedback to all our stakeholders and by taking initiative to champion changes in processes that deliver benefits to our customers and the business.

What you will do:

• Support the continuous improvement of Customer Experience by understanding and ensuring our existing and new customers’ expectations are met or exceeded:
  • Call monitoring
  • Reporting – accuracy in recording data from calls is required and the ability to report on these (Excel / graph skills)
  • Review of scripts and quote tools to ensure consistency in point of sale across brands
  • Strong communication skills including the ability to take instruction
  • Assisting with the maintenance of registers, including working within specified QA software
• Build strong relationships and work collaboratively to strengthen service delivery across all business units and to our external partners:
  • Deal with external stakeholders
  • Conduct Monthly meetings with brand partners to raise, discuss, and resolve any identified issues and trends.
  • Work with external agencies to co-ordinate and collaborate on shadow shopping and other similar monitoring activities.
  • Help build our Artificial Intelligence (AI) system to be able to score on specific areas.
  • Manage incidents
  • Research on areas of law and compliance

What you’ll need to be successful:

• Customer service experience in an insurance environment
• Experience in a Quality Assurance role or similar
• Proven reporting skills and experience with using multiple platforms to extract and monitor calls
• High attention to detail
• Be agile in your approach and have strong time management
• Proven ability to work closely and collaboratively with colleagues
• Exceptional written and verbal communication skills
• Ability to work autonomously; take initiative; be proactive; be flexible and have an enthusiastic approach to all tasks
• Pet parent or pet advocate
• Passionate about PetSure’s purpose.

Want to love where you work? Join us!

We have amazing people, a great culture… and pets everywhere. Together, they make this a really great place to be. Here’s some of the awesome benefits you’ll get to enjoy as part of the PetSure team:

• Workplace flexibility – work from our Chatswood office and from home
• When onsite, enjoy our award-winning, purpose-built pet friendly office right near Chatswood train station
• Bring your pet to the office – when you do, we’ll give free parking to make it easier
• Access to PetBase – our onsite vet clinic that provides free preventative healthcare for our team’s pets.
• An inclusive and supportive culture that supports career development and flexibility, including our fully paid 18-week gender-free parental leave
• Access to our wellbeing program which includes webinars, health checks, on site lunches
• Personal and professional development through our customised learning platform

• Paid leave for your birthday and a wellbeing support day (a day out of the office to support your wellbeing or to volunteer for a cause or passion close to your heart)
• And because pets are at the heart of everything we do, your pet insurance is on us too!

About PetSure

PetSure is helping to create a better world for pets and their people, with a mission to remove the worries that come with being a pet owner.

We are a pet health tech business providing a sense of security to almost half a million people in Australia and New Zealand. We are the first general insurer in Australia solely dedicated to pet insurance and with our partners, everything we do champions the rights of pets, pet parents and vets.

We are a pet insurance underwriting agency and insurer. At our core, are a team of passionate pet lovers committed to working with veterinary teams to help provide the best possible health outcomes for pets. The underwriting component of our business powers the pet insurance propositions of more than 25 companies, including some of Australia’s household names, such as IAG, Woolworths, RSPCA, Petbarn, Guide Dogs, Medibank, Bupa, HCF and AA in New Zealand.

PetSure is also an administrator and leader in pet insurance claims processing. Assessing over a million claims from across Australia and New Zealand each year, PetSure’s authority in this area has resulted in us being retained by leading pet insurers in the United States to provide claims processing services.

Our innovative payment solution GapOnly™is a paperless claims service whereby a customer can obtain claims approval within minutes and simply pay the gap*, while

Want to strive, win and grow? Apply now.

PetSure is an equal opportunity employer and encourages anyone who meets the role requirements to apply.