Team Leader, Quality Assurance

Responsibilities

• Leading, coaching and developing a high-performing Quality Assurance team while fostering a culture of collaboration, accountability and continuous improvement.
• Designing, implementing and evolving RAC's Quality Assurance framework, including assessment methodologies, scoring standards and calibration processes.
• Analysing quality data to identify trends, risks, performance gaps and opportunities to improve operational outcomes.
• Reporting quality performance and insights to senior leaders, providing meaningful recommendations that influence decision making.
• Driving continuous improvement initiatives that strengthen quality, compliance, operational effectiveness and member outcomes.
• Ensuring claims quality practices align with regulatory obligations, governance requirements and internal policies.
• Partnering with Claims leaders, Risk & Compliance and Learning & Development to embed quality standards, deliver calibration activities and enhance capability across the business.
• Translating quality insights into practical coaching, learning and improvement initiatives that build capability and lift performance.
• Helping shape the future direction of operational quality across Claims Services as the function continues to evolve.

Requirements

• Experience leading and developing teams within quality assurance, auditing, compliance or operational risk.
• Strong knowledge of quality frameworks and experience implementing quality assurance programs in a regulated environment.
• An understanding of insurance claims or comparable operational environments, with exposure to risk and compliance practices.
• Strong analytical skills, with the ability to interpret data, identify trends and translate insights into meaningful business improvements.
• Excellent stakeholder management skills and the ability to influence leaders at all levels.
• Experience developing capability through coaching, training or quality improvement initiatives.
• Outstanding communication, planning and organisational skills with the ability to manage multiple priorities.
• Ideally, you'll also have:
• A Diploma in General Insurance (or willingness to obtain).
• A leadership qualification such as a Certificate IV or Diploma in Leadership and Management.
• A tertiary qualification in Business, Risk Management, Compliance or a related discipline
• What's in it for you?
• A workplace culture where our people feel valued, respected and empowered
• Work in flexible ways that meet work/life commitments and support wellbeing
• Be part of a purpose led organisation that gives back to the WA community
• An environment that values ongoing career development
• Free Roadside Assistance and discounts on RAC products and services including Insurance, Holiday Parks and Resorts, Security, Finance and Auto Services
• Opportunities for community engagement and corporate volunteering
• Apply online now by sending us your cover letter and CV showcasing what you can bring to the team.
• Applications close COB Monday 13th July 2026.
• We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice.
• #BetterJourneysRAC
• #LI-LH1

Benefits

Additional Information

With over 1.3 million members, RAC is one of WA's most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be "The driving force for a better WA." We're looking for an experienced Team Leader - Quality Assurance to establish and lead this newly created function within Insurance Claims Services. This is a unique opportunity to build a high-performing team, develop a best-practice quality assurance framework and influence how quality is measured, embedded and continuously improved across the claims lifecycle. If you're passionate about quality, compliance, continuous improvement and developing people, we'd love to hear from you.

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