Quality Assurance Team Leader

About this role

We're looking for an experienced Quality Assurance Team Lead to lead the performance and impact of our QA function within Member Services.

In this role, you'll combine people leadership, data-driven insights and continuous improvement to enhance customer outcomes across voice and back-office teams, with a strong focus on claims and frontline operations.

You'll lead a high-performing team and partner closely with stakeholders to:

• Deliver robust QA frameworks, governance and reporting
• Translate quality insights into actionable business improvements
• Uplift capability through coaching, training and performance management
• Reduce complaints, failure demand and quality issues
• Leverage technology and automation to enhance QA effectiveness

About you

You're a people-first leader who thrives in operational environments and brings a strong balance of coaching, analytics and stakeholder influence.

You'll bring:

• Proven leadership experience across QA, claims or contact centre environments
• Strong understanding of quality frameworks, governance and risk controls
• Experience within health insurance or a similarly regulated industry
• A track record of using data and insights to drive measurable improvement
• Excellent communication skills with the ability to influence and engage stakeholders

Desirable:

• Experience leading change or transformation initiatives
• Strong critical thinking and problem-solving capability

We know some people only apply when they meet every requirement. We're always on the lookout for curious individuals who will add to the culture - so if this role resonates with you and you have relevant experience, we'd love to hear from you!

Who we are

nib is a leader in private health insurance, disability support and health services, reshaping the industry through bold innovation, strategic disruption and trusted partnerships. We deliver great value health insurance and support services to protect, connect and empower you to access healthcare when and where you need.

We have a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, helping people make more informed healthcare decisions and generally live healthier lives.

Diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

We're committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us.

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We're committed to coming together with purpose.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace
• 50% discount on employee health insurance + 35% off travel insurance
• The opportunity to give back to the community through paid leave for volunteering through nib foundation
• Access to our nib Well Program and corporate fitness discounts
• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
• 18 weeks paid parental leave for all new parents regardless of carer status
• 5 days paid cultural leave for First Nations peoples
• 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.