Jodi Waterhouse
About Jodi Waterhouse
Jodi Waterhouse is an Operations Quality Manager at Zurich Financial Services Australia, where she has worked since 2002. She has a strong educational background, including multiple degrees from Charles Sturt University, and has implemented quality assurance frameworks to enhance customer service operations.
Work at Zurich Financial Services Australia
Jodi Waterhouse has a long-standing career at Zurich Financial Services Australia, where she has held multiple roles since 1993. Initially, she served as Client Liaison Manager for seven years until 2000. After a brief period, she returned to the company in 2002 as Complaints Manager, a position she has maintained for over 22 years. In 2018, she transitioned to the role of Operations Quality Manager, where she has been for six years. Throughout her tenure, she has focused on enhancing customer service operations and integrating quality into training materials.
Education and Expertise
Jodi Waterhouse has a solid educational background, beginning with her studies at De La Salle College Cronulla, where she completed her HSC from 1981 to 1983. She later pursued higher education at Charles Sturt University, achieving a Bachelor of Business Administration (BBA) from 1993 to 1996. She furthered her studies with a Graduate Diploma of Financial Planning from the Securities Institute between 2003 and 2005. Waterhouse also earned a Master of Business Administration (MBA) in Strategic Management from Charles Sturt University from 1998 to 2001, and a Master of Dispute Resolution from 2010 to 2013.
Quality Assurance Initiatives
In her current role as Operations Quality Manager, Jodi Waterhouse has implemented a Quality Assurance framework aimed at enhancing customer service operations at Zurich Financial Services. She collaborates closely with operational leads to develop solutions based on error feedback and complaints, driving continuous improvement in service quality. Additionally, she works with the learning and development team to ensure that quality is a key component of training materials, promoting awareness of cost of quality concepts across the operations area.
Professional Development and Coaching
Jodi Waterhouse focuses on driving continuous improvement within customer service operations by coaching operations leads. Her approach emphasizes the importance of integrating quality management principles into everyday practices. By fostering a culture of quality awareness, she aims to enhance overall service delivery and operational efficiency at Zurich Financial Services.