Why work with Assurant?
Assurant redefines the boundaries of protection—safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world’s most successful brands. When you join Assurant you will be part of a community that cares.
A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box. With more than 100 years of industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco‑friendly.

Benefits

International and local mentoring programs
Two recharge days and a cultural day annually to support work/life balance and celebrating what's important to you
Discounted employee share purchase program
Diversity panels and employee resource groups
10 weeks company‑paid parental leave including superannuation contributions while on unpaid leave
Development programs and support for higher education
Novated vehicle leasing
Volunteering leave to give back to the communities we serve

Hybrid work model

Position Overview

Based in our Hawthorn East office, we’re seeking an experienced Manager, Quality & Program Governance to elevate quality, operational excellence, and customer outcomes across our programs.

This role is broader than traditional contact centre quality assurance. You will be responsible for establishing and embedding quality frameworks, governance standards, reporting, audit practices,



and continuous improvement initiatives across the end‑to‑end of all our programs.

This individual contributor role will work closely with Operations, Product/Propositions, Client Services, Risk, Compliance, and senior stakeholders to ensure quality is embedded into everything we do.

Key Responsibilities

Design, implement, and continuously enhance quality and governance frameworks across all Connected Living programs.
Lead quality assurance, audit, calibration, and process governance activities.
Analyse customer, operational and quality data to identify trends, risks and improvement opportunities.
Develop actionable insights from NPS, CSAT, complaints, quality reviews and operational metrics.
Partner with operational leaders to drive coaching, capability uplift and performance improvement initiatives.
Build and maintain governance documentation, SOPs, process frameworks and quality standards.
Support continuous improvement programs that enhance customer and client outcomes.

Present insights, recommendations and performance outcomes to senior stakeholders, both internal and external.

Qualifications

Significant experience in quality, governance, audit, operational excellence or continuous improvement roles.




Deep understanding of contact centre or customer operations environments in financial services, insurance, telecommunications, utilities or other large‑scale customer service environments.
Experience designing frameworks, processes, controls and governance structures.
Strong analytical and problem‑solving skills with the ability to convert insights into action.
Experience influencing and coaching stakeholders without direct authority.
Excellent communication, facilitation and presentation skills.
Proven ability to build relationships across multiple business functions.

Experience using customer and operational data to drive decision‑making and measurable improvements.

Application Information
Submit your resume and cover letter detailing your experiences and suitability for the role. The successful applicant will be subject to relevant background checks such as reference checks and a police check.
Equal Opportunity Statement
Assurant is an Equal Employment Chance employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
Job Scam Alert

Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.

#J-18808-Ljbffr

📌 Manager, Quality & Program Governance (Ballarat)
🏢 Assurant
📍 Ballarat