Quality Assurance Specialist - Pet Insurance

About us

We're a not-for-profit organisation on a mission to transform ourselves and empower New Zealanders to live their healthiest lives.

With almost a million members in our care, we are New Zealand's leading health insurer.

We have an unstoppable focus, delivering outstanding experiences to our members in their time of need. This is an exciting time to be part of our journey and in return for your extraordinary talent, we'll provide a high performing values-based team environment where people are at our heart.

About the role

As our Quality Assurance Specialist, you’ll manage the Southern Cross Pet Insurance (SCPI) quality evaluation processes, ensuring they meet business needs for development and compliance. In this role, you will perform and manage quality assurance for phone calls, emails and claims, provide insight into individual, team, and organisational performance, and deliver reporting to assist improvement and development in performance across key KPIs.

Additionally, you will support, grow, and develop technical capabilities within our Operations team through coaching, quality monitoring, and feedback.

About you:

Excellent communication skills (oral and written)

Minimum 3 years customer service experience

Understanding of contact centre fundamentals

Insurance industry experience

Proven experience in coaching others in order to lift performance and ability

Excellent time management skills and attention to detail

Basic awareness and knowledge of dog and cat clinical/medical knowledge/terminology

Ngākau nui. Āhurutanga. Tikanga.

Join a proud diverse team, that's always there, always real, always true. If you thrive in a caring, honest and open culture, we think you’ll love working with us.

We know that it is our team’s culture and wellbeing that will drive us forward. That’s why we prioritise not only professional development opportunities but opportunities to thrive personally, too. We offer exceptional work/life balance and our employees are encouraged to – and rewarded for – living well.

Southern Cross employee benefits include:

five days of wellbeing leave per year

health insurance for you and your immediate whānau

life insurance cover and discounts on pet and travel insurance

extra parental leave benefits and financial wellbeing support

leading workplace wellbeing programme.

That’s not all. Need more time to study, volunteer or support your whānau? You’ll have the opportunity to purchase flexi leave. Each year, you will also get to take part in a volunteer day, to contribute to a cause or community with your team.

Our commitment to LGBTQIA+ and minority communities is reflected in our culture, and we run a regular Diversity and Inclusion Forum to help ensure this continues to flourish.

If you share our commitment and passion, then apply now!

R2917