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Description and Requirements


About the HSECi team

MetLife is a leading global life insurer, and the insurance partner for Hostplus, one of Australia’s largest and fastest growing superannuation fund with over $100bn in assets and over 1.8 million members. MetLife have created a market-first service experience for Hostplus that delivers market-leading support and guidance for members for any insurance need they have, with a focus on first-point resolution and making sure the member’s needs are taken care of from beginning to end.



Summary of Role: 

The Senior Quality Assurance Manager in the HSECi team is responsible for assessing the quality of interactions with Hostplus members across all touchpoints and supporting the establishment of the HSECi Quality Assurance Framework. This role will ensure that member interactions meet quality standards, align with Hostplus values, and adhere to MetLife processes and risk controls. You will lead the Quality team to foster a culture of service excellence and continuous improvement, leveraging data and technology to drive quality insights and service enhancements.



Main Responsibilities: 

  • Monitor Member Interactions:
    1. Ensure member interactions meet quality standards and align with Hostplus values and culture.
    2. Ensure accuracy in member outcomes and adherence to MetLife process and risk controls.
  • Lead Quality Assurance Efforts:
    1. Lead the HSECi Quality team to create a highly engaged and high-performing team.
    2. Support development and implementation of a HSECi-wide quality assurance framework and program.
    3. Act as a subject matter expert in Claims Quality Assurance, conducting process reviews and initiating change in order to contribute to continuous improvement of services.
    4. Monitoring and oversight to ensure compliance/adherence to HSECi policies, procedures and guidelines ensuring policy and service management is in accordance with the Hostplus and MetLife philosophies and values.
    5. Operational management including daily work allocation and monitoring performance, resource management and team communication Use of operational reporting to ensure appropriate service and operational delivery.


  • Drive Innovation and Improvement:
    1. Create strategies to leverage new and existing technology for quality assurance in HSECi.
    2. Foster a culture of service excellence and continuous improvement throughout the organization, mitigating risks and ensuring compliance with relevant regulations.
    3. Design and run quality assurance processes relevant to the functions in HSECi.
    4. When required, oversee and coordinate remediation/ continuous improvement projects
    5. Translate quality assurance insights into actionable process improvement initiatives for HSECi optimization, and targeted coaching opportunities for HSECi staff.
  • Collaborate and Communicate:
    1. Act as the key contact point for Hostplus regarding quality.
    2. Actively promote a continuous improvement culture, collaborating with the Optimization team to feed insights into the team for process improvement.
    3. Utilize QA data with other data sources to identify, analyze, and share opportunities to enhance service, improve quality, and champion HSECi values.
    4. Work with HSECi team to implement coaching and training strategies informed by quality assurance measures and outcomes.
  • Data and Technology Utilisation:
    1. Effective use of automated quality management and sentiment analytics via Genesys.Proficiency in using data and analytics to drive quality insights and make informed decisions.
    2. Coordination of all activities aligned to quality assurance, identification of key trends and associated periodic reporting obligations.



Knowledge/Skills/Competencies Required:

  • Excellent communication skills (both written and verbal)
  • Good problem solving skills
  • Analyze complex data and derive actionable insights
  • Good understanding of best practice customer service 
  • Apply best practices in quality assurance.
  • Ability to work well within a team environment
  • Rapport building & interpersonal skills
  • Accuracy and attention to detail
  • Training background desirable
  • Experience in leading operational teams is highly desirable. 






  • 3 years Quality Assurance experience in a customer service-related function
  • Proven success in leading high-performing teams in an operational environment.
  • Experience in using data and analytics to drive quality insights and make informed decisions.




Key Business Relationships:

  • Service and Optimisation Manager - HSECi
  • Quality Assurance Team
  • Optimisation Team
  • Technical and Support Managers
  • Training Manager
  • Claims Assessors and Underwriters
  • Risk and Compliance
  • Team Managers
Benefits We Offer

Our benefits are designed to care for your holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer health care coverage for you and your family, insurance discounts for home, car, and pet protection, as well as parental leave. We also provide premium gym membership for you and your direct relatives, volunteer time off, discounts with specific universities, flexible Fridays, connectivity reimbursement, and much more!
About MetLife

Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies", MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!