Customer Relations Quality Assurance Specialist

Job Description

Primary Details

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Time Type: Full time

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Worker Type: Employee

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Location: Open to any QBE office location

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Hybrid opportunity, happy to talk flexibility

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Permanent, full time

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The Opportunity

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Are you passionate about improving customer outcomes, influencing business performance, and driving excellence in complaints management?

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We are seeking a Quality Assurance Specialist to join Customer Relations, supporting both General Insurance (GI) and Compulsory Third Party (CTP) portfolios. This is a unique opportunity to work across a broad range of complaints and dispute resolution matters, providing independent assurance, identifying trends and risks, and partnering with leaders to strengthen customer outcomes and regulatory compliance.

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As a trusted subject matter expert, you will conduct quality reviews, analyse complaint and dispute data, identify emerging themes, and provide meaningful insights that influence operational practices, customer experience and continuous improvement initiatives. Working closely with leaders and specialists across Customer Relations, you will play a key role in ensuring complaint handling standards remain effective, customer‐centric, and aligned to regulatory and internal requirements.

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This role is ideal for someone who enjoys combining technical expertise with strategic thinking. You'll have the opportunity to develop deep knowledge across both GI and CTP products, engage with a diverse range of stakeholders, and contribute to initiatives that make a measurable difference to customers, the business, and our regulatory outcomes.

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About QBE

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We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

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• At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.
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• We're an international insurer with more than 13,000 people working across 26 countries – which means we're big enough for your ambitions, yet small enough for you to make a real impact. It's an exciting time. We're building momentum towards our vision to become the most consistent and innovative risk partner.
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• What if you could have a positive impact – at work and in the world? As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind.
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Your New Role

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• Conduct quality assurance reviews across General Insurance and CTP complaint and dispute resolution portfolios, providing independent assessments of complaint handling quality, customer outcomes and compliance with internal and external obligations.
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• Analyse complaint cases, file review results and operational data to identify trends, emerging risks and opportunities for continuous improvement.
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• Partner with leaders and frontline teams to provide constructive feedback, coaching and practical recommendations that improve performance and strengthen customer outcomes.
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• Monitor adherence to complaint handling standards, regulatory requirements and internal policies, helping ensure Customer Relations maintains a strong culture of quality, governance and accountability.
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• Prepare insightful reporting and presentations that translate complex findings into meaningful business intelligence for leaders and governance forums.
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• Collaborate with stakeholders across Customer Relations, Claims and Risk functions to support strategic initiatives, process improvements and best practice complaint management.
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• Develop and maintain subject matter expertise in complaints, dispute resolution, customer advocacy and quality assurance, contributing to the ongoing evolution of Customer Relations capability.
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About you

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• Extensive experience within the General Insurance industry, ideally across complaints, claims, dispute resolution, risk, or compliance functions.
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• Strong knowledge of CTP and General Insurance products with an understanding of insurance regulations, complaint handling frameworks, Australian Standards, and the broader insurance regulatory landscape.
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• Excellent analytical, problem-solving and root cause investigation skills, with the ability to identify trends, systemic issues and opportunities for improvement.
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• Exceptional communication, stakeholder engagement and influencing skills, with a proven ability to build effective relationships across all levels of an organisation.
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• Demonstrated experience in quality assurance reviews, audits, file assessments, risk analysis and translating insights into meaningful business outcomes.
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• Highly organised and solutions‐focused, with the ability to manage competing priorities and deliver high‐quality recommendations in a fast‐paced environment.
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Benefits

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• 'Hybrid Working' – a mix of working from home and in the office to enhance your work/life balance
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• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
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• Life Leave, supporting the life events we all experience, leaving your annual leave for rest
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Awards & Recognition

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We value our employee's experience with us and are proud to have been recognised for the following awards:

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• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
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• 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards
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• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates
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Skills

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Analytical Thinking, Claims Administration, Complaint Management, Critical Thinking, Customer Service, Intentional collaboration, Managing performance, Quality Assurance (QA), Quality Management, Risk Management, Stakeholder Management, Standards Compliance, Strategic Planning, Time Management, Waterfall Model

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Application Close Date

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25/09/2026 11:59 PM

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Equal Employment Opportunity

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QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.