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About the Role

This role plays a key part in strengthening dispute resolution outcomes by turning insights, quality reviews, and process improvements into meaningful action. You will collaborate enterprise-wide to conduct Quality Assurance and Control Reviews, support regulatory compliance, uplift quality standards, and promote knowledge sharing. The role also focuses on automation, identifying smarter ways of working, developing automation strategies, and partnering with stakeholders to implement solutions, ultimately improving customer, regulatory, and operational outcomes through insight-led change.

Responsibilities

Collaborate with business segments to proactively conduct Quality Assurance and Control Reviews.
Support regulatory compliance.
Uplift quality standards and promote knowledge sharing across teams.
Monitor progress and identify trends and opportunities.
Drive continuous improvement across the dispute resolution landscape.
Review existing processes for automation opportunities.
Identify smarter ways of working.
Develop practical automation strategies.
Partner with stakeholders to bring automation solutions to life.

Requirements

2+ years’ experience in Life and/or General Insurance, with strong technical knowledge of insurance products, services and delegated partner arrangements.
Strong analytical capability, with proven experience in reporting, insights generation and identifying trends that support better business outcomes.
Experience conducting quality assurance, auditing or control reviews, with the ability to assess risk and support regulatory compliance.
Demonstrated ability to perform Root Cause Analysis and recommend practical solutions to reduce complaints and improve processes.
Sound knowledge of ASIC RG271 and relevant industry codes, including the Life Code of Practice and General Insurance Code of Practice.
Strong stakeholder management, communication and influencing skills, with the ability to build trusted partnerships across Zurich and with external parties.
Experience with Lean fundamentals, agile ways of working or process improvement, with a mindset for automation and continuous improvement.

Skills

Analytical capability
Reporting
Insights generation
Identifying trends
Quality assurance
Auditing
Control reviews
Risk assessment
Regulatory compliance
Root Cause Analysis
Process improvement
Stakeholder management
Communication
Influencing skills
Lean fundamentals
Agile ways of working
Automation
Continuous improvement

Location

Australia

Work Type

Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees

Experience Level

2+ years’ experience

Benefits

5 weeks leave per year for permanent staff through our Z leave initiative
15 days personal/carer’s leave
Access to Family Care (parental leave)
AUD$500 wellbeing payment per year
AUD$295 new starter e-voucher for your WFH set up
Award winning training programs
Global mobility opportunities across more than 200 countries worldwide
Volunteer opportunities
Work in state-of-the-art Green Star rated offices
We plant a tree for every new employee

About the Company

Forbes 2024 ‘World’s Best Employers’
Fortune's ‘World's Most Admired Companies’ for 2025
Leader in the insurance industry
Values led global organisation
Track record of making a real difference
Continuously taking steps toward a sustainable future for our people, customers, communities, and our planet
WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity

Equal Opportunity

Zurich is an equal opportunity employer.
We are committed to ensuring that our recruitment process is fair and accessible for all candidates.
If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.