Quality Assurance Lead

• Operational quality assurance position
• Exceptional Leave and professional development benefits
• Employer of Choice – 10 years running!

Careers with Impact

More than one million Australians trust us with their money, and that trust shapes how we work every day. Our members sit at the centre of everything we do, guiding our decisions and the impact we strive to make.

We’re looking for people who are purpose-driven and accountable, who value inclusion and collaboration, and who are proactive in managing risk to protect our members’ long-term outcomes. In return, you’ll be part of an organisation where your work contributes to strong returns, real-world impact, and a culture that reflects the communities our members serve.

Bring your authentic and passionate self to this exceptional role #careerswithimpact

The opportunity

Due to internal promotion, this is a rare opportunity to sit at the centre of quality and accountability at one of Australia's most respected industry super funds. As the Quality Assurance Lead at HESTA, you will own the frameworks that protect over one million members, bringing real structure, rigour, and insight to how HESTA oversees its outsourced administration partner. Your work will directly influence member outcomes while building your career across complex regulatory terrain, with deep exposure to APRA and ASIC frameworks, executive and trustee reporting, and high-stakes governance forums.

Please note: this is not a technology testing or software QA role. This is an operational quality assurance position requiring hands-on superannuation administration experience. You will establish and maintain the QA framework that holds HESTA's administration provider (GROW) to account across member transactions, regulatory compliance, SLAs, and trustee obligations.

• Conduct file testing, thematic reviews, and audits across contributions, rollovers, insurance, and benefit processing to ensure accuracy and compliance with SIS legislation, CPS 230, SPS 231, and SPS 220.
• Develop quality metrics, KPIs, and reporting that give senior leadership and the trustee board a clear, data-driven view of service performance and emerging risk.
• Lead remediation and corrective action processes, working closely with the administrator and internal risk, compliance, and incident response teams to resolve issues and validate outcomes.
• Drive continuous improvement across the administrator relationship, identifying systemic gaps, recommending control enhancements, and championing a quality-first culture across all operational touchpoints.

About you

You bring experience in quality assurance or operations roles within superannuation or financial services, and you understand what good looks like when it comes to overseeing a third-party administrator in a regulated environment. You are comfortable working at both the detail level, conducting file reviews and root cause analysis, and the strategic level, presenting insights to executives and governance committees.

• Proven experience developing and implementing QA frameworks within superannuation, with working knowledge of APRA and ASIC regulatory requirements including CPS 230, SPS 231, and the SIS Act.
• Demonstrated ability to oversee and hold outsourced service providers to account through structured monitoring, reporting, and issue resolution processes.
• Strong analytical and communication skills, with the confidence to present data-driven findings to senior stakeholders and contribute to trustee and risk governance forums.
• A proactive, member-first mindset with a continuous improvement orientation and a genuine commitment to the purpose of superannuation.

If you have been looking for a Senior QA Manager, Head of Operational Oversight, or Superannuation Compliance Lead role where your work genuinely protects member outcomes, we would love to hear from you.

Benefits that matter and make a difference for our employees
 

• Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).
• Your professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
• Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
• Your financial wellbeing matters, up to 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.

We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss.
 

Please note: Applications via recruitment agencies will not be accepted for this position.