Job Description

Why work with Assurant?

Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world’s most successful brands.

When you join Assurant, you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

With more than 100 years’ industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you'll get working at Assurant include:

• International and Local mentoring programs
• Two recharge days, and a cultural day annually to support work/life balance and celebrating what's important to you
• Discounted Employee Share Purchase Program
• Diversity panels and employee resource groups
• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave
• Development programs and support for higher education
• Novated vehicle leasing
• Volunteering leave to give back to the communities we serve
• Hybrid work model

What's the role about?

Based in our Hawthorn East office, we're seeking an experienced Manager, Quality & Program Governance to elevate quality, operational excellence, and customer outcomes across our programs.

This role is much broader than traditional contact centre quality assurance. You'll be responsible for establishing and embedding quality frameworks, governance standards, reporting, audit practices, and continuous improvement initiatives across the end-to-end of all our programs.

This individual contributor role will work closely with Operations, Product/Propositions, Client Services, Risk, Compliance, and senior stakeholders to ensure quality is embedded into everything we do.

In addition, this role will:

• Design, implement and continuously enhance quality and governance frameworks across all Connected Living programs.
• Lead quality assurance, audit, calibration and process governance activities.
• Analyse customer, operational and quality data to identify trends, risks and improvement opportunities.
• Develop actionable insights from NPS, CSAT, complaints, quality reviews and operational metrics.
• Partner with operational leaders to drive coaching, capability uplift and performance improvement initiatives.
• Build and maintain governance documentation, SOPs, process frameworks and quality standards.
• Support continuous improvement programs that enhance customer and client outcomes.
• Present insights, recommendations and performance outcomes to senior stakeholders, both internal and external.

Does this sound like you?

We're looking for someone who combines strong governance capability with hands-on operational experience.

• Significant experience in quality, governance, audit, operational excellence or continuous improvement roles.
• Deep understanding of contact centre or customer operations environments in financial services, insurance, telecommunications, utilities, superannuation or other large-scale customer service environments.
• Experience designing frameworks, processes, controls and governance structures.
• Strong analytical and problem-solving skills with the ability to convert insights into action.
• Experience influencing and coaching stakeholders without direct authority.
• Excellent communication, facilitation and presentation skills.
• Proven ability to build relationships across multiple business functions.
• Experience using customer and operational data to drive decision-making and measurable improvements.

If you're excited by the opportunity to build and shape a quality and governance framework from the ground up while driving meaningful operational and customer outcomes, we'd love to hear from you.

Submit your resume and cover letter detailing your experiences and suitability for the role. The successful applicant will be subject to relevant background checks such as reference checks and a police check.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us. We are committed to ensuring an accessible and equitable experience for all candidates.

For further information about Assurant, please visit our website at https://www.assurant.com/

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here