Role 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 much broader than traditional contact centre quality assurance. You’ll 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.

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 We’re looking for someone who combines strong governance capability with hands‑on operational experience. 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, superannuation 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.

Advantages - 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 Equal Opportunity Statement Assurant is an Equal Employment Opportunity 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.

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