Claims Quality Assurance Consultant

Purpose of the Role:
Drive excellence across our Motor Claims operation as a Technical Assurance Consultant! You'll lead the evolution of our Quality Assurance Program, conducting independent reviews across Supply Chain, Recoveries, Settlements, Investigations, and emerging technologies like Decision Engines and BOTs. This is your opportunity to make a real impact - uncovering insights, identifying improvements, and shaping how we deliver exceptional claims experiences.
As part of our centralised Technical Quality Assurance team, you'll develop cross-functional expertise while ensuring compliance, technical precision, and continuous improvement across the entire Motor business.
You will:

• Technical Quality Assurance: Monitor and review Motor Claims processing across the value chain, ensuring adherence to procedures and technical excellence while remaining unbiased.
• Technical Expertise: Demonstrate expert knowledge of motor claims processes, regulations, and cost-effective outcomes across the value chain. Stay current with divisional, supplier, regulatory and industry changes.
• Team Performance Improvement: Identify technical capability gaps and proactively communicate opportunities for process improvements, learning and development that drive efficiency and better claim outcomes.
• Performance monitoring and technical reporting: Monitor performance and compliance across consultants, assessors and suppliers using the assurance framework. Analyse trends, maintain accurate records, and deliver regular reports with insights and recommendations to drive data-driven decisions and targeted technical training.
• Stakeholder Collaboration and Communication: Foster effective collaboration with leaders, trainers, coaches, consultants and relevant departments to ensure alignment, knowledge sharing and timely resolution of technical challenges.
• Risk Management: Identify and report risks associated with breaches of procedures, service agreements, regulatory requirements, or privacy that could impact customers, operations, reputation or compliance.
• Time and Resource Management: Effectively manage time and resources to meet quality assurance objectives and prioritise workload efficiently and effectively.

Knowledge and Experience:

• 2-5 years Motor Claims experience (Recoveries and/or Settlements preferred), ideally including technical auditing or process improvement
• Strong understanding of Motor Claims legislative, regulatory and compliance obligations
• Excellent analytical, problem-solving and communication skills
• Proven ability to engage, influence and develop stakeholders at all levels

Our Perks:

• Location – North Lakes: This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. This is an on-site role.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
  Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us:
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.