TAL Australia

QA Engineer

• Leading a Claims Quality Assurance team and providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles
• Promote a culture of risk management and continuous improvement by providing risk-based detective controls and insights relating to claim assessment
• Manage Life Claims with focus on customer service, accurate policy assessment, cost control, and return-to-health outcomes using best-practice strategies
• Resolve complaints and implement improvements to enhance service quality
• Ensure adherence to TAL policies, legislative requirements, industry guidelines, and maintain a strong risk culture
• Provide guidance on liability determinations, strategy sign-off, and participate in case conferences for complex claims
• Allocate daily work, monitor performance, manage resources, and use reporting to ensure service delivery
• Recruit, coach, and develop Claims Consultants while driving TAL’s risk culture and customer service standards

Manager, Claims Quality Assurance