Quality Assurance Specialist - Workers Compensation

Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co. 

Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.  

In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available. 

There are some great things happening at GB and, we want YOU to be a part of it all! 

As we expand further in the NSW Workers Compensation scheme, we are offering a unique opportunity for an experienced candidate to partner with claims teams to undertake Quality Assurance and promote best practice across the function.  

Reporting to the Quality Assurance Lead, this role provides a unique opportunity to contribute to the highest level of business performance through analysis, intervention, communication and improvement strategies.   

• Through audit activities, analyse identified target areas to assess trends and recommend remedial action to resolve issues, ensuring strategies are implemented and the desired outcomes are achieved; 
• Engage key stakeholders in the development, execution, and evaluation of appropriate strategy, business plans and initiatives; 
• Support achieving target performance measures through improving claims management outcomes via developed strategies;  
• Identify opportunities to enhance efficiency of processes within the team, with a view to improve operational controls and performance; 
• Monitor ongoing project strategies, to ensure sustained improvement and compliance within the business; 
• Provide leadership and direction to support the integration of Risk Management protocols within the business; 
• Identify and management continuous improvement opportunities using insights from Quality Assurance, audits, performance monitoring, call quality monitoring, stakeholder feedback and research into best practices; 
• Coach, mentor and collaboratively share feedback to claims teams; 
• Participate and support across adhoc business performance projects and initiatives.

• 2 + years experience in worker’s compensation claims management, with strong legislative and procedural knowledge;

• Understanding of best practice in claims management; 
• Exceptional time management, organisational skills and experience in drafting reports;  
• Effective coaching and excellent attention to detail, and ability to multi-task; 
• Highly developed communication skills, with the ability to engage and influence at all levels of organisation and take other’s perspectives into consideration; 
• Demonstrated computer literacy in Outlook, Excel, Word and Powerpoint; 
• A strategic mindset and approach to work; 
• A strong sense of team and collaboration.