Quality Assurance Manager

7 days ago

Sydney, Australia NSW Government -NSW Ombudsman-Corporate Branch Full time

**Come join our team to make a difference in the NSW public sector**

**Vacancy**: Quality Assurance Manager, Clerk Grade 11/12,Enabling Services Branch
**Location**: Sydney CBD with hybrid and flexible working options.
**Employment**: Ongoing
**Salary Range**: Up to $174,071. Package includes salary ($134,411- $155,445), employer's contribution to superannuation and annual leave loading

**Role No**: CFR22/104

**About the NSW Ombudsman**

The NSW Ombudsman’s Office is enjoying a period of rapid growth, increasing our capacity to pursue our goals of ensuring everyone in NSW is treated fairly, and that public authorities and community service providers act in ways that are lawful, reasonable and accountable.

We are currently looking for a diverse range of people who share our commitment to the public interest. We are looking for people who want to make a real difference by working in a purpose driven and ethical organisation.

We are building a workforce that is as diverse as the people we serve. We seek people who will bring their whole self and their experiences to our work. We are particularly keen to hear from people with lived experiences relevant to our work, people with disability, LGBTIQ+ people, First Nations people, and people from various culturally and linguistically diverse communities.

**The Role**

The Quality Assurance Manager leads and supports the delivery of all aspects of the NSW Ombudsman Quality Assurance Framework and related processes and procedures. This includes monitoring, conducting quality checks, assessments and reviews, to ensure that matters handled by the NSW Ombudsman are dealt with the utmost level of integrity, timeliness, quality service and transparency.

The Quality Assurance Manager will also drive the continuous improvement of the Ombudsman’s complaint handling, investigations, audit, review and other oversight functions by identifying evidence-based opportunities for improvement and leading the design delivery and measurement of continually enhanced systems and processes.

**About you**
- You will have significant experience in developing and managing quality assurance frameworks with experience in investigations and complaint handling systems.
- Strong negotiation skills with key internal and external stakeholders to obtain support of review and audit services and ensuring that these services are undertaken in accordance with organisational and statutory requirements.
- You will have demonstrated experience in interpreting and analysing complex business data and communicating key findings for systemic process improvement and decision-making.
- Ability to determine the data requirements of a Quality Assurance Framework to ensure that reviews, checks and assessments are meaningful and will result in systemic practice improvements.
- Ability to maintain confidentiality in relation to information obtained as a result of reviews and quality assurance checks.
- Demonstrated experience managing sensitivities of assessing an individual’s work and acting professionally, with objectivity and integrity at all times.
- You will have previous supervisory experience.

**What can we offer?**
- Competitive salary and future growth opportunities within NSW Ombudsman
- Flexibility and the capacity to work in a hybrid way
- Work life balance with a 35-hour work week
- Opportunity to utilise and hone management and mentorship skills
- Close to public transport - office is adjacent to Town Hall Train Station
- Great team environment and culture

**Notes**:

- Covering letter highlighting your suitability for the role.
- resume outlining your skills, knowledge, and experience as relevant to this role.
- The assessment process will be conducted by a standard panel assessment process.
- A recruitment pool may be created through this recruitment process. A recruitment pool is a pool of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be considered for a range of similar roles, including temporary, term or ongoing roles over the next 18 months.
- All temporary roles may have the opportunity for ongoing employment.

**Additional Information is available at the following links.**

Role Description

NSW Ombudsman Website

**Closing date**: 13th February 2023

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