Quality Assurance Manager - Victorian Workers Compensation

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.
Overview

Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

 

Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.

 

In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.

 

There are some great things happening at GB and, we want YOU to be a part of it!

 

As the Quality Assurance Manager, you will join the National Risk, Audit and Compliance (RAC) team, who are responsible for managing all aspects of both enterprise and operational compliance, audit and risk to the organisation, its employees and clients in support of the delivery of strategic objectives and to meet the obligations of all relevant industry regulators and licensing/claim management regimes. The Operational Risk – Personal Injury stream is a component of the broader team and is responsible for all audit and assurance activity, as well as the management of operational risks relating to our national personal injury business.

 

Reporting to the Head of Operational Risk – Personal Injury, this leadership role is integral in managing and delivering meaningful audit and health check results and insights to Operations to support performance improvement, and audit and assurance activities. 

 

 

How you'll make an impact

You will lead a team of Quality Assurance professionals in managing the audit and assurance program of work for the Victorian business unit. Not only will this important role ensure our contractual requirements to WorkSafe are met, the Manager will also:

• Play a pivotal role in identifying operational risks that might impact our performance,
• Work closely with Operations on continuous improvement and remediation activities
• Foster open and transparent relationships with our internal and external clients
• Lead assurance activity and quality audits and provide advice and value add services to our internal and external clients
• Promote a positive risk & compliance culture within the business

 

With added flexibility, professional development and a dynamic team culture, there is no better time to be joining GB!

 

About you

• Minimum 5 years' experience in audit or quality assurance roles; including direct team leadership experience;

• Extensive knowledge of the Workers Compensation scheme in Victoria;
• Extensive knowledge of the WorkSafe Agent contract, remuneration structure and performance measures including the APA, Schedule B, C and G of the Agency Agreement;
• Demonstrated experience in managing people and delivering outstanding results:
• Demonstrated ability to deliver well written, succinct, and comprehensive reports within agreed timeframes;
• Experiencing in analysing data sets, understanding performance as relevant to the Victorian workers compensation scheme and applying continuous improvement principles to address existing and/or emerging risks and influence performance.
• Creative and critical thinking/problem solving skills;
• Self-starter with the ability to work both autonomously and collaboratively;
• Ability to build relationships and influence operational processes to drive the successful implementation of audit recommendations;
• Strong decision-making skills, with natural coaching ability;
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of stakeholders;
• Exceptional time management and organisational skills;
• A strategic mindset and approach to work;
• A strong sense of team and collaboration;
• A resilient attitude.

 

To be considered for this opportunity you must have right to live and work in Australia when applying.

 

Unsolicited agency applicants will not be considered for this position.

 

Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.