Shape and uplift quality standards across Member Outcomes with real influence Use insight and analysis to drive coaching, capability and continuous improvement Work in a specialist role with broad exposure, without people management About Us UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you. The Service & Experience (S&E) business unit brings together all member facing teams, with the ambition to deliver a consistently high quality, end to end service experience. Our service proposition is central to the UniSuper purpose - providing great retirement outcomes through easy, seamless, personalised interactions every time. The Opportunity We have an opportunity for a Quality Assurance Specialist, Member Outcomes to play a key role in strengthening quality assurance across our Member Outcomes teams. This role is focused on defining what good looks like when it comes to quality, accuracy and compliance, and helping embed those standards consistently across the business. Working closely with leaders and stakeholders, you will conduct quality checks, analyse outcomes and provide practical insights that support coaching, capability uplift and continuous improvement. While this is not a people leadership role, it has broad exposure and influence across Member Outcomes and plays an important role in shaping service quality and member outcomes. In this role, you will: Conduct quality checks across administration tasks and member voice interactions Review transactions, processes and controls to ensure accuracy and compliance Produce monthly quality reporting and insights for leaders Analyse trends and identify opportunities for service and process improvement Support leaders with evidencebased insights to enable meaningful coaching Contribute to consistent quality standards aligned to our Signature Service Experience About You You bring a strong background in superannuation or broader financial services, with experience working in quality assurance, risk, compliance or service excellence within an operational environment. You are detail focused, analytical and comfortable working autonomously while partnering closely with leaders and stakeholders. You enjoy using data and insight to drive improvement and are confident providing constructive feedback in a way that supports capability uplift and positive outcomes. This role will suit someone who is hands-on, pragmatic and motivated by improving quality, consistency and service delivery. To be successful in this role, you will bring: Experience in quality assurance, risk, compliance or service excellence Strong knowledge of superannuation or financial services operations Exceptional attention to detail and sound judgement Confidence analysing data and translating insights into action Strong communication and stakeholder engagement skills Relevant industry experience or qualifications, with RG 146 compliance highly regarded What US offer We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper’s high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include: A personal development budget of $1500 to support employees in their professional growth Community, Culture & Wellbeing leave Mental physical and financial well-being initiatives At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements listed. Think Great. Create Great.
