About the role 

We’re looking for an analytical and proactive Senior Quality Assurance to join Resimac’s Hardship function. This is a critical role providing expert oversight of hardship operations to ensure strong regulatory compliance, high-quality decision-making, and improved customer outcomes. 

Reporting into the Risk & Compliance function, you’ll operate as a subject matter expert across hardship quality assurance, customer vulnerability, and regulatory expectations. Your work will directly support Resimac’s compliance with the National Credit Code, ASIC Report 782, and broader regulatory assurance obligations. 

You’ll play a key role in identifying systemic issues, strengthening governance and controls, and leading targeted process improvement initiatives that uplift customer outcomes and regulatory maturity. 

Key responsibilities  

• Conduct senior-level QA reviews across hardship, collections, and recoveries 
• Review decision quality, vulnerability identification, timeframes, documentation, and communications 
• Maintain oversight of the Hardship Register, ensuring data accuracy and escalation controls 
• Identify and escalate potential breaches, systemic issues, and emerging regulatory risks 
• Execute the three-year rolling Hardship QA Plan, focusing on higher-risk cohorts 
• Produce clear QA reports with findings, risk ratings, trends, and recommendations 
• Track remediation actions and validate effective closure 
• Own end-to-end hardship QA reporting and insights 
• Design and deliver dashboards and management packs using Excel and Power BI 
• Present QA insights to senior leadership and governance forums (including RCC) 
• Lead targeted process improvement initiatives to improve consistency and outcomes 
• Partner with Operations, Compliance, and Technology to improve controls and workflows 
• Support training and guidance to uplift frontline decision quality 

About You

We’re looking for someone who combines strong regulatory knowledge with deep hardship experience and the confidence to operate as a trusted expert and advisor.

• Experience within financial services, ideally across hardship, collections, or customer assistance functions.
• Strong working knowledge of ASIC Report 782, the National Credit Code, and ASIC Debt Collection Guidelines.
• Minimum 5 years’ experience in hardship management, quality assurance, risk, compliance, or a related role.
• Demonstrated experience conducting senior-level QA reviews, audits, or assurance activities.
• Strong analytical skills, with the ability to interpret qualitative and quantitative data to inform decisions.
• Hands-on experience with QA tools, case management systems, and reporting tools such as Excel and Power BI.
• Confident stakeholder engagement skills, with the ability to influence, challenge constructively, and provide practical recommendations.
• Highly organised, detail-oriented, and comfortable working autonomously in a complex, regulated environment.
• Passionate about customer outcomes, regulatory compliance, and continuous improvement.
• Adaptable, proactive, and motivated to take ownership and drive positive change.

What's in it for you?   

Resimac offers a collaborative culture that encourages career growth, professional development and workplace flexibility.   With a focus on our people, Resimac offers several employee benefits, including:   

• Supportive and friendly environment where we pride ourselves on being approachable   
• WFH Flexibility   
• Wellness hour - Get 2 hours each month to take back time for yourself!   
• Internal opportunities to cross train in other teams/areas of the business   
• Reward platform with access to discounts, deals and cashback offers   
• Monthly cake day to celebrate birthdays   
• Breakfast Bar - daily breakfast provided by us to help fuel your day!   
• Other outstanding benefits including paid Parental leave (16 weeks), volunteer opportunities, salary packaging, EAP, Reward platform and external professional development opportunities   

Resimac is committed to building a diverse and inclusive business and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI and related communities, mature workers, people living with a disability and different cultural backgrounds.   

Please note that unsolicited applications from recruitment agencies will not be accepted