Permanent Opportunity
With a deep understanding of quality frameworks, regulatory requirements, and customer experience drivers, the Senior QA Optimisation Manager is responsible for leading the optimisation of QA frameworks, insights, and performance outcomes across all operational teams.
The role partners closely with the Head of Quality Assurance, senior stakeholders, and business units to deliver data-driven insights, drive continuous improvement initiatives, and ensure alignment between quality outcomes, customer experience, and business objectives.
Key responsibilities include:
- Lead the design, implementation, and continuous optimisation of the QA framework across Operations
- Monitor and analyse QA performance data to identify trends, risks, and opportunities for improvement
- Translate QA insights into actionable recommendations that improve customer experience and business performance
- Ensure QA frameworks align with regulatory obligations and internal compliance requirements
- Act as a senior leader within QA, providing direction, coaching, and support to QA Managers
- Contribute as the QA subject matter expert in governance forums, audits, and partner discussions
- Influence and guide business leaders on quality performance, risks, and improvement strategies
- Lead and contribute to strategic initiatives aimed at improving quality, compliance, and customer outcomes
What are we looking for?
- Extensive experience (typically 7+ years) in Quality Assurance, Operations, or related roles
- Proven experience in designing and leading QA frameworks and optimisation strategies
- Strong analytical capability with the ability to interpret data and generate actionable insights
- Demonstrated ability to influence senior stakeholders and drive business outcomes
- Strong understanding of regulatory and compliance requirements within financial services
- Experience in life insurance, financial services, or contact centre environments
- Experience working with QA technologies, speech analytics, or automation tools
Our Promise to Our People
Benefits
We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work. We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:
Fantastic employee benefits including flexi days, flexible working, annual $1200 travel/parking allowance & more.
- State of the art building facilities including a dedicated & subsidised on-site company café (weekly free lunch) & on-site gym
- Health & well-being initiatives and programs
- Opportunity to take part in in-house leadership & emotional intelligence workshops
- Quarterly award functions and a grand annual conference to recognise our people
- Retail discounts e.g. movie tickets, Zoo passes, live shows + more
- Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)
Who We Are
Greenstone distributes insurance products under trusted brands in Australia, New Zealand and Canada. Some of our brands include Buddy, Australian Seniors, New Zealand Seniors, OneChoice, Real Insurance, SPCA Pet Insurance, North Cover, FiftyUp, Guardian and Choosi.
We are the leading distributor of direct Insurance products in the Australian insurance market. Since launching into the Financial Services sector in 2007, Greenstone has experienced a commanding volume of growth being recognised for our credible brands, customer focused values and people-driven work culture.
We are passionate about our core values, which contribute towards the positive culture that supports our employees, our customers and our community.
Location
Great central location in Norwest Business Park, Norwest, only a short walk from Norwest Metro station and also direct bus access from Parramatta and Blacktown.
Apply Now
If this role interests you, we would love to hear from you!
