Quality Assurance Officer

At BizCover, we’re revolutionising business insurance for small businesses by delivering comparative quotes from selected number of insurance partners through our online platform and dedicated Contact Centre. As an agent of our insurer partners, we operate under a General Advice model with our own AFSL, adhering to strict regulatory standards while prioritising exceptional customer care. Join us in our mission to simplify insurance and empower small businesses with confidence and clarity.

About the role:
As a Quality Assurance Officer based in Sydney, you’ll play a pivotal role in ensuring our Call Centre teams deliver outstanding customer experiences while meeting compliance and regulatory standards. Leveraging state-of-the-art AI tools, you’ll drive quality and efficiency in our processes, ensuring every interaction aligns with our commitment to excellence.

About you:
We’re looking for a passionate, detail-oriented professional who thrives in a dynamic environment and is excited to harness cutting-edge AI tools to elevate quality assurance.

Location: Sydney

Key Responsibilities:

• Utilise advanced AI-powered analytics to evaluate calls, ensuring adherence to processes and compliance (regulatory and contractual).
• Monitor and assess calls from our Call Centre team, using AI-driven insights to streamline evaluations.
• Collaborate in calibration sessions with Call Centre Managers and Team Leaders to refine standards and ensure consistency.
• Provide actionable feedback to enhance team performance, supported by AI-generated data and trends.

What You Bring:

• Extensive knowledge of business insurance products primarily Professional Indemnity and Business Packs
• You should ideally have a background in insurance.
• Exceptional attention to detail and analytical skills, with a knack for using AI-driven insights.
• Strong written communication skills to document findings and provide clear, constructive feedback.
• A balanced approach to compliance and customer care within a fast-paced commercial sales environment.
• Self-motivated and capable of working independently with minimal supervision.
• Adaptable, with the ability to incorporate feedback and refine evaluation criteria.
• Clear understanding of regulatory requirements in Australia and New Zealand.
• Enthusiasm for leveraging innovative AI tools to enhance quality assurance processes.

• Competitive Compensation: Enjoy an attractive salary package with performance-based bonus potential.
• Flexible Work Environment: Embrace a hybrid work model that supports work-life balance.
• Vibrant Culture: Participate in team and company events that foster connection and fun.
• Cool Perks: Unwind in our games area with table tennis, Xbox, chess, and cozy sofas.
• Casual Vibe: Express yourself with our relaxed dress code.
• Growth Opportunities: Thrive in a rapidly growing company with endless opportunities for career progression.
• Cutting-Edge Technology: Work with innovative AI tools that transform quality assurance, making your work more impactful and efficient.

What Kind of Person Works Well in our Company 
Diversity of employees makes for a creative and fun workplace. BizCover is a melting pot of cultures and personalities, but to constantly strive to be the best we can, we look for people who are –

Customer Fanatics - noun:  a person who delivers a first class customer experience every time
Drumbeaters - noun:  a person who enthusiastically celebrates and supports their teammates and the business
Finishers - noun:   a person you can trust to get it done
Advancer - noun:  a person who always wants to do better