Customer Relations Quality Assurance Specialist

Location: Opento any QBE office location

Hybrid opportunity, happy to talk flexibility

Permanent, full-time role

TheOpportunity

Are you passionate about improving customer outcomes, influencing business performance, and driving excellence in complaints management?

We are seeking a Quality Assurance Specialist to join Customer Relations, supporting both General Insurance (GI) and Compulsory Third Party (CTP) portfolios. This is a unique chance to work across a broad range of complaints and dispute resolution matters, providing independent assurance,identifyingtrends and risks, and partnering with leaders to strengthen customer outcomes and regulatory compliance.

As a trusted subject matter expert, you will conduct quality reviews, analysecomplaintand dispute data,identifyemerging themes, andprovidemeaningful insights that influence operational practices, customerexperienceand continuous improvement initiatives. Working closely with leaders and specialists across Customer Relations, you will play a key role in ensuring complaint handling standardsremaineffective, customer-centric, and aligned to regulatory and internal requirements

This role is ideal for someone who enjoys combining technicalexpertisewith strategic thinking.You'llhave the opportunity to develop deep knowledge across both GI and CTP products, engage with a diverse range of stakeholders, and contribute to initiatives that make a measurable difference to customers, the business, and our regulatory outcomes.

About QBE

At QBE, we get to the heart of what matters for our customers.And we do it all with a human touch.

We’rean international insurer with more than 13,000 people working across 26 countries – which meanswe’rebig enough for your ambitions, yet small enough for you to make a real impact.It’san exciting time.We’rebuilding momentum towards our vision to become the most consistent and innovative risk partner.





What if you could have a positive impact – at work and in the world?Aspart of the QBE team,you’llget to spend every day working with people who are passionate,talentedand kind.

YourNewRole

Conduct quality assurance reviews across General Insurance and CTP complaint and dispute resolution portfolios, providing independent assessments of complaint handling quality, customeroutcomesand compliance with internal and external obligations.

Analyse complaint cases, file reviewresultsand operational data toidentifytrends, emergingrisksand opportunities for continuous improvement.

Partner with leaders and frontline teams to provide constructive feedback, coaching and practical recommendations that improve performance and strengthen customer outcomes.

Monitor adherence to complaint handling standards, regulatoryrequirementsand internal policies, helping ensure Customer Relationsmaintainsa strong culture of quality,governanceand accountability.

Prepare insightful reporting and presentations that translate complex findings into meaningful business intelligence for leaders and governance forums.

Collaborate with stakeholders across Customer Relations, Claims and Risk functions to support strategic initiatives, processimprovementsand best practice complaint management.

Develop andmaintainsubject matterexpertisein complaints, dispute resolution, customeradvocacyand quality assurance, contributing to the ongoing evolution of Customer Relations capability.

About you:

Extensive experience within the General Insurance industry, ideally across complaints, claims, dispute resolution, risk, or compliance functions.

Strong knowledge of CTP and General Insurance products with an understanding of insurance regulations, complaint handling frameworks,



Australian Standards, and the broader insurance regulatory landscape.

Excellent analytical, problem-solving and root cause investigation skills, with the ability toidentifytrends, systemicissuesand opportunities for improvement.

Exceptional communication, stakeholderengagementand influencing skills, with a proven ability to build effective relationships across all levels of an organisation.

Demonstrated experience in quality assurance reviews, audits, file assessments, riskanalysisand translating insights into meaningful business outcomes.

Highly organised and solutions-focused, with the ability to manage competing priorities and deliver high-quality recommendations in a fast-paced environment.

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance

Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice

Life Leave, supporting the life events we all experience, leaving your annual leave for rest

Awards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for

2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards

Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at***********@qbe.com.

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📌 Customer Relations Quality Assurance Specialist (Melbourne)
🏢 Qbe Insurance
📍 Melbourne