Quality Control and Assurance Consultant

The Quality Control and Assurance Consultant will be responsible for Quality Control and Assurance across the Leisure Travel business at Tokio Marine Management Australasia. The role ensures the ability to support enabling the first point of customer resolution contact whilst also ensuring quality and effectiveness to meet the General Insurance Code of Practice obligations (GICOP).

About the Opportunity:

• Located in the Sydney CBD, in this full-time opportunity you will report to the Investigations, Recoveries and Quality Assurance Manager and your role will include:
• Proactively identify potential systemic issues, providing critical feedback to the business when issues arise through quality assurance reviews, escalating risk events and supporting remediation
• Authorise claim payments, review and approve partial acceptance and denial letters
• Using your understanding of RG271, the Privacy Codes, the General Insurance Cde of Practice and the dynamic regulatory environment, preform quality assurance reviews of the leisure travel claims end-to-end
• Working closely with a wide range of stakeholders including the offshore QA team to balance workload where required
• Complete daily payment authorisations and partial acceptance / denial letter reviews and report on trends found from completing QA evaluations and complaints
• Conduct monthly quality assurance reviews against Sales and Service team for inbound / outbound calls against agreed criteria and service levels
• Fulfil claims file audits and inbound/outbound calls for Claims team against agreed service levels, processes and authorities
• Support the Customer Service and Claims Managers with training and onboarding of new team members

About Us:

Tokio Marine Group is one of the top 5 largest global insurance companies with businesses in 38 countries and regions worldwide. Leading the way in travel, accident and health, bond and credit and cyber security insurance just to name a few.

Tokio Marine Management Australasia (TMMA) has grown from its beginnings in Australasia 60 years ago as a niche Japanese commercial insurer into a diversified operation offering a strong mix of commercial and personal lines.

TMMA and its agencies operate in both Australia and New Zealand, with its headquarters based in Sydney.

We are guided by our core identity "To Be A Good Company." Sounds straight-forward, we know. But we believe in keeping it simple for our People, our customers and our clients. Like a north star, embodying what it truly means to be a good company is what sets us apart and guides our every move.

About You:

As our preferred candidate, you will have:

• Minimum 2 years experience in a similar role working within insurance claims handling with specific travel insurance experience is highly desired.
• Exposure to and a thorough understanding of quality assurance frameworks.
• Strong analytical skills in assessing complex information, attention to detail, confident and effective written and verbal communication skills, excellent customer service and ability to work collaboratively in order to deliver on operational priorities and customer outcomes.

What's in it for you?

• Competitive salary package with yearly bonus and great benefits
• Novated leasing options for your assets e.g. vehicle, mobile, laptop etc.
• A flat management operating structure which means minimal levels of hierarchy and access to Executive Leaders
• Flexible working - hybrid position, WFH 2 days a week, choose your schedule
• Additional wellbeing leave day to use as you see fit in additional to optional flu vaccinations provided onsite
• Volunteer day with a charity of your choosing
• Twelve weeks of paid parental leave for primary carers, 6 weeks for secondary carers
• Social committee in a friendly, down-to-earth high performing culture that celebrates you
• Ongoing learning and development programs tailored to your career progression goals and ambitions
• Significant discounts with large Japanese multinational companies and other large national retailers

And many more!

In return, we will give you everything you need to develop your skills and build a successful role at TMMA. If you're ready to step into a business and culture that will both challenge and excite you, apply now and let's make a difference together!