Quality & Assurance Lead

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

As a Quality & Assurance Lead within our Member Experience team, you will play a key role in uplifting the quality and effectiveness of dispute resolution services. Working across Internal and External Dispute Resolution (IDR and EDR), you will drive improved member outcomes through oversight, assurance and continuous improvement initiatives.

In a highly collaborative and influential role, you will work closely with internal stakeholders and external providers to ensure services are delivered to a high standard-timely, compliant and member-focused. This is a hands-on opportunity where you will analyse data, identify trends and shape recommendations that enhance the overall member experience.

Your New Role

Reporting to the Quality & Assurance Manager, you will be accountable for executing quality and assurance activities that support effective dispute resolution outcomes and continuous improvement across the member experience function.

Key duties include but are not limited to;

• Deliver oversight and assurance programs for IDR and EDR processes to ensure quality, timely and compliant dispute resolution.
• Assess third-party dispute resolution frameworks against regulatory obligations (including RG271), standards and business rules.
• Use data analysis to identify trends, risks and improvement opportunities and provide actionable recommendations.
• Monitor complaints management activities and reporting across external providers, including contact centre and insurer.
• Conduct case and collateral reviews to ensure consistent, high-quality dispute resolution outcomes.
• Drive continuous improvement initiatives to enhance member experience, efficiency and risk outcomes.
• Produce and present dispute resolution assessment reports with insights and recommendations.
• Collaborate with risk and audit teams and support risk management activities, including key risk indicators and controls.

What You'll Need

• Experience in dispute resolution and complex complaint management within financial services or superannuation.
• Strong knowledge of risk and compliance frameworks and regulatory requirements.
• Demonstrated analytical and problem-solving capability, with the ability to interpret data and identify trends.
• Excellent written and verbal communication skills, including reporting and stakeholder engagement.
• Proven ability to build and maintain relationships across all levels and influence outcomes.
• Strong organisational skills with the ability to manage competing priorities.
• Tertiary qualification in financial services, superannuation or risk management (desirable)

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.

https://www.australiansuper.com/careers/candidate-privacy-notice

Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.