Quality Assurance Specialist - Pet Insurance

About us

We’re on a mission to protect the pet life and boost the quality time we have with our furry friends. Whether that’s boredom busters, tips and tricks for staying healthy, or helping them stay safe from harm. We’re with you to help your pets live their best pet lives for longer.

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!