Quality Assurance Coordinator

About the role

At nib, our purpose is your better health and wellbeing. Through nib Thrive, we’re supporting better outcomes for NDIS participants, and we’re looking for a Quality Assurance Coordinator to help drive quality, consistency and continuous improvement across our frontline teams.

As a Quality Assurance Coordinator, you’ll play a key role in uplifting service quality and ensuring our people consistently deliver exceptional experiences for participants and providers.

You’ll support the implementation of our quality framework, provide performance insights, and help embed best practice through coaching, feedback and continuous improvement initiatives.

What you’ll be responsible for:

• Delivering and embedding the quality assurance framework across Participant Experience

• Monitoring and assessing customer interactions against quality standards

• Analysing quality data to identify trends, risks and improvement opportunities

• Providing actionable insights and recommendations to improve performance

• Supporting frontline capability through feedback, training and coaching

• Ensuring compliance with NDIS standards, policies and regulatory requirements

• Contributing to continuous improvement initiatives across processes and customer journeys

About you

You’re detail-oriented, analytical and passionate about improving quality outcomes. You enjoy working with data and influencing teams to deliver better customer experiences.

You’ll bring:

• Strong attention to detail and analytical capability

• Experience in quality assurance, auditing or performance evaluation

• Confidence communicating insights and presenting to stakeholders

• Strong organisational and stakeholder management skills

• Proficiency in Microsoft 365 tools (Excel, PowerPoint, Word)

• A proactive approach to identifying improvements and driving outcomes

Highly regarded:

• Experience in NDIS, health, insurance or regulated environments

• Understanding of QA frameworks and compliance requirements

We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we’d love to hear from you!

About nib Thrive 

nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan.

Diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at [email protected]  

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace

• 50% discount on employee health insurance + 35% off travel insurance

• The opportunity to give back to the community through paid leave for volunteering through nib foundation

• Access to our nib Well Program and corporate fitness discounts

• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits

• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.  

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.