Quality Assurance Specialist

Job Description:

The Quality Assurance and Compliance Officer plays a crucial role in supporting the quality assurance team in delivering efficient and effective operations of high-quality services across the country. Key responsibilities include managing customer complaints, treating feedback, incidents, participant events, records requests, and ensuring compliance with contractual requirements.

Key Responsibilities:

• Complaint Management: Active involvement in daily management of complaints, feedback, incidents, and participant events within various systems.
• Response Submission: Submitting thorough responses to departmental complaints in a timely, professional, and efficient manner, ensuring required input from sites and stakeholders is obtained.
• Incident Management: Providing advice on incident and complaint management to ensure staff safety and the best possible outcome, including escalation or implementation of alternative servicing for customers where required.
• Reporting: Reporting incidents with accurate and required information to appropriate departments.
• Analysis and Improvement: Reporting and analysis of complaints, feedback, and incidents to inform business trends, root cause, and process improvement requirements.
• Freedom of Information and Records Requests: Completing all Freedom of Information and associated records requests accurately and timely, ensuring compliance with relevant legislation.
• Departmental Monitoring Visits: Communicating upcoming and completed departmental monitoring visits, including preparation and results.
• On-Site and Desktop Audits: Utilizing various tools to conduct on-site and desktop audits on key claiming and service provision elements.
• Self-Assessment Program: Issuing and coordinating the Self-Assessment program across various programs and sites.
• Project Contributions: Contributing to risk mitigation projects aimed at broad organizational benefits.
• Program Assurance Reviews: Undertaking reviews, contacting employers and customers to gather evidence supporting claims.
• Policy and Procedure Development: Contributing to policy and procedure development and ongoing review, supporting tools, and learning resources for staff use.
• Temporary Service Disruptions: Communicating temporary service disruptions to appropriate departments.
• Quality Assurance Maintenance: Maintaining and upholding quality assurance programs, standards, and certification requirements.
• Procedural Guidelines: Developing and upgrading procedural guidelines and job aids for staff use on current and future contracts.
• WHS Compliance: Complying with workplace health and safety procedures, ensuring team members adhere to protocols.
• Accidents and Incidents: Reporting accidents, incidents, or near misses immediately.

Required Skills and Qualifications:

• Exceptional understanding of contractual requirements.
• Excellent communication (oral & written), negotiation, and interpersonal skills.
• Excellent attention to detail.
• Outstanding organizational and analytical skills.
• Effective problem-solving and conflict resolution skills.
• Knowledge of relevant legislation, including Anti-discrimination, Equal Employment Opportunity, Occupational Health and Safety, Privacy, and Freedom of Information.
• Advanced computer skills, including Microsoft Office, Internet, and Email.
• ESS system or equivalent experience preferred.

Benefits:

We value diversity and promote equal opportunity employment. We encourage people with disability, Aboriginal & Torres Strait Islander people, mature-aged workers, and those from culturally and linguistically diverse backgrounds to apply.