Manager, Claims Quality Assurance

TAL Australia

Manager, Claims Quality Assurance at TAL, responsible for leading quality assurance in claims processing. Focus on improving service quality while managing a team of Claims Consultants.

Posted 4/16/2026full-timeRemote • 🇦🇺 AustraliaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

At least 3-5 years' experience working in claims quality assurance within the Life Insurance or related discipline in Financial Services/Insurance industry (or similar)
Demonstrated understanding of life, trauma, Lump Sum (TPD), Disability and Income Protection claims assessment and management requirements
Demonstrated understanding of relevant regulatory and legal obligations impacting Life Insurance claim assessment
Detailed knowledge of Claims processes, regulations and compliance and the ability to translate knowledge and experience into recommendations to add value to the business

Benefits

Comp & perks

Help protect over 5 million Australians, making a real difference in their lives during their most challenging times
Enjoy work-life balance with flexible working options
Well-being initiatives that prioritise your health
12 month opportunity with the flexibility to work from Melbourne, Sydney or Brisbane offices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

claims quality assuranceclaims assessmentrisk managementpolicy assessmentcost controlcustomer serviceliability determinationsclaims processesregulationscompliance

Soft Skills

leadershipcoachingcommunicationproblem-solvingperformance managementcustomer service standardscontinuous improvementteam managementresource managementcomplaint resolution