Quality Assurance Specialist

Job Title: Quality Assurance Specialist

Description:

• We are seeking a dedicated and experienced professional to join our team as a Quality Assurance Specialist.
• This role is ideal for an individual who possesses excellent communication, problem-solving, and analytical skills.
• The successful candidate will be responsible for ensuring the highest level of quality in all aspects of our operations.

About the Role:

• This role involves supporting the Quality & Risk team in delivering efficient and effective operations of high-quality services across all areas of the MAX Solutions organisation nationally.
• You will be responsible for managing customer complaints, feedback, incidents, and participant events within Compliance 360, Aurion, Sharepoint, ESS, and other relevant systems.
• Your primary focus will be on providing accurate and timely responses to Departmental complaints, while also offering guidance on incident and complaint management to ensure staff safety and optimal outcomes.

Responsibilities:

• Active involvement with daily management of complaints, feedback, incidents, and participant events within Compliance 360, Aurion, Sharepoint, ESS, and other relevant systems.
• Submitting thorough responses to Departmental complaints in a timely, professional, and efficient manner, ensuring required input from sites and other key stakeholders has been obtained.
• Providing appropriate advice on incident and complaint management to ensure staff safety and best possible outcome, including escalation or implementation of alternative servicing for customers where required.
• Reporting incidents, including accurate and required information to appropriate Departments.
• Reporting and analysis of complaints, feedback, and incidents to effectively inform the business with trends, root cause, and business process improvement requirements.

Requirements:

• Demonstrated experience in Employment Services industry and practical application of key skills and personal attributes.
• Holding a current Police Clearance and Working with Children Check is mandatory.
• Relevant tertiary qualifications and current Driver's Licence are preferred but not essential.

Personal Attributes:

• Reliable, responsible, and highly professional in all dealings.
• Flexibility to changing priorities and working quickly, effectively, and autonomously under challenging time demands with associated competing priorities.
• Outcome-focused and goal-oriented.
• Collaborative customer-centric approach.

Key Skills:

• Excellent understanding of Employment Services Contractual requirements.
• Exceptional communication, negotiation, and interpersonal skills.
• Excellent attention to detail.
• Excellent organisational and analytical skills.
• Effective positive 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.
• Computer skills – Advanced Word, Excel, Sharepoint, Internet, and Email.
• ESS system or equivalent experience preferred.

Benefits:

• Proudly holding the Workplace Gender Equality Agency (WGEA) Employer of Choice Citation and recognised Disability Confident Company.
• Value diversity in backgrounds, ideas, work styles, and perspectives of our team.
• Strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature-aged workers, and people from culturally and linguistically diverse backgrounds to apply.