HCF - Details - Quality Assurance Support Administrator
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Quality Assurance Support Administrator

Apply Now Job no: 500868
Work type: Parental Leave Contract
Location: Sydney CBD

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our 2025 Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

About the role

Reporting to the Complaints and Quality Assurance Manager, the primary purpose of the Quality Assurance Support Administrator is to audit and evaluate Life Insurance sales, service calls and documentation in order to measure and report on quality outcomes that support HCF Life and HCF high standards of customer care. 

 

The Quality Assurance Support Administrator will also provide support the Complaints and Quality Assurance Manager in complaints investigations. 

 

Please note this position is a 12 Month fixed term Maternity leave cover contract.

 

Responsibilities:

The responsibilities of this position include but are not limed to:

  • Call listening and call assessment 
  • Monitoring and evaluation
  • Data quality assessment and monitoring
  • Handle written and telephone enquiries from existing customers in an efficient and accurate manner
  • Communication and liaison with associated HCF departments as required to maintain adequate ongoing service and problem solving
  • Complaints investigations
  • Support Quality Assurance outcomes by fair and consistent auditing of calls, data and customer outcomes
  • Support the ongoing management of HCF Life’s obligations as defined by HCF’s Risk Management Framework, Risk Management Strategy, Risk Management Manual, and Risk/Compliance policies and procedures 
  • Liaise with the Governance Department and the designated Chief Risk Officer with ongoing risk reporting and incident support as required
  • Investigate potential compliance issues through ongoing monitoring of sales and service data

 

About you:

To be successful in the role you will have the following:

  • Prior experience in a client facing or call centre sales environment, ideally in a quality monitoring role
  • Flexibility and commitment to providing high quality customer service to HCF Frontline staff and HCF members.
  • Good analytical and evaluation skills
  • Good investigative skills
  • High level attention to detail
  • Good verbal and written communication skills.
  • Ability to carry out tasks with minimal supervision

Good to Have:

  • Good working knowledge of Life Insurance Industry
  • Good working knowledge in complaints handling
  • RG146 qualified (or willingness to work towards)
  • Intermediate level Microsoft Word and Excel

 

 Culture

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your wellbeing journey, so that you can be at your best.   

We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Come and join our HCF team!

Benefits

  • Up to 50% discount on health cover, pet & travel insurance
  • Family & Friends day
  • Organisational wide Recognition & Rewards program
  • Generous Parental Leave Scheme
  • Health & Wellbeing Initiatives

A career with us – How to Apply

Please check out our website at https://www.hcf.com.au/about-us/careers

HCF is committed to creating a diverse and inclusive workplace.  All suitably qualified applicants will receive equal and fair consideration for employment. Applicants who identify as Aboriginal and/or Torres Strait Islander are actively encouraged to apply.  All potentially successful candidates will be required to complete background checks which will include a police clearance prior to confirmation of employment

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