Head of Quality Assurance

Summary: Lead the development, implementation and continuous improvement of the Workers Compensation Quality Assurance framework and strategy.

Location: Sydney CBD, open to all office locations

- Permanent Opportunity as a Head of Quality Assurance with icare
- Hybrid working environment, 3 days in office

- Offering competitive salary

About the Role

Lead the development, implementation and continuous improvement of the Workers Compensation Quality Assurance framework and strategy, ensuring effective oversight of operational quality, customer outcomes, conduct risk and compliance obligations. Drive a culture of quality, accountability and continuous improvement through robust assurance activities, data-driven insights and independent challenge, enabling the organisation to identify emerging risks, improve performance outcomes, meet regulatory expectations and deliver fair, consistent and customer-centric services across internal operations and external service providers.

Benefits

- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Head Of Quality Assurance you will:

- Develop and implement icare 1st line of defence quality assurance strategy in coordination with existing quality assurance activities embedded within functions of icare.
- Oversee the 1st line of defence quality assurance activities and programs embedded within functions of icare.
- Establish, maintain and continuously enhance the quality assurance framework, methodologies, standards, tools and monitoring practices to ensure consistency and effectiveness across the Workers Compensation function.




- Ensure quality assurance activities are aligned with regulatory obligations, enterprise risk management frameworks and industry best practice.
- Provide quality assurance advice to icare leadership team and management by way of quality assurance reporting, assurance workshops and leadership of relevant governance committees.
- Leverage quality assurance data, trends and root cause analysis to generate actionable insights and support informed decision-making by senior leadership.
- Provide independent oversight and assurance of customer outcomes, identifying systemic issues and recommending actions to improve customer experience, claim outcomes and service delivery.
- Monitor and assess conduct risks to ensure decisions, practices and behaviours align with organisational values, customer outcome expectations and regulatory requirements.
- Engage with and foster key internal relationships, including icare risk management and internal audit (i.e. 2nd and 3rd lines of defence) to facilitate reliance on and leverage 1st line of defence risk, assurance activities and emerging risks as appropriate to address any requirements of the icare Board Risk, Compliance and Audit Committee.
- Provide leadership, guidance and coaching in the Quality Assurance team in the delivery of the 1st line of defence quality assurance strategy including insights and remediation solutions to improve quality assurance outcomes across Workers Compensation function and associated schemes




- Engage with and foster key external relationships to ensure ongoing awareness of relevant external industry developments and ongoing effectiveness.
- Address any regulatory requirements in relation to icare 1st line of defence quality assurance activities.
- Develop relationships within icare leadership, management and staff to influence and foster a culture of proactive risk awareness, identification, quality ownership and continuous learning.
- Contribute to the development and delivery of strategic objectives for the Risk, Quality and Customer Outcomes function.

Skills & Experience

- Minimum 5 plus years experience in developing strong quality assurance frameworks and strategies whilst creating and maintaining strong partnerships and engagement with executives and senior management to drive results throughout the business.
- Tertiary qualifications in business or equivalent knowledge and skills acquired through extensive practical experience
- Pre-employment checks

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

- For more information about icare visit our website
- icare operates a direct sourcing model so no agency introductions will be accepted

- We are a Circle Back Initiative Employer – we commit to respond to every applicant
- A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, Recent Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.

📌 Head of Quality Assurance (Gosford)
🏢 iCare
📍 Gosford