Quality and Continual Improvement Specialist

1 week ago

Melbourne, Australia Talent International Full time

**Job Details**:
**Location**

Canberra

**Salary**

Negotiable

**Ref**

BBBH92799_1662011677

**Contact**

Michelle Somlyay

**Posted**

about 2 hours ago

Quality and Continual Improvement Specialist
- ** Permanent Opportunity - you can be based in Melbourne, Canberra or Brisbane**:

- ** Salary around $135k to $165k plus 14% super**:

- ** Quality and CSI Specialist**:

- ** Large transformation work happening**:

- ** Citizenship mandatory**

In this role you will engage within the Support Services team and with other stakeholders across Technology Enablement to lead and drive improvements, developing and managing an improvement register, tracking, and reporting on progress, and ensuring we learn from both successes and failures to continually improve our performance and delivery of quality service outcomes for our customers.

**Position Specific Duties**:

- Proactively monitor and review Support Services customer interactions and customer satisfaction surveys on a regular basis to identify areas for improvement and development improvement plans.
- Proactive analysis of service performance data, presenting information to leaders.
- Proactively identify process improvements and lead the implementation of action plans to uplift service delivery performance.
- Ensure that projects, teams, and functions have appropriate practices in place and are meeting required organisational quality levels.
- Determines areas where existing processes should change from analysing audit findings, and driving improvements.
- Advises on and takes responsibility for controlling, updating, and distributing quality management techniques and improvement standards for Support Services.
- Lead the ongoing improvement of processes, documentation, standards, and procedures.
- Conduct research and analysis on identified issues to prioritise, investigate and consider options to meet current and future organisational needs.

**Skills and experience required**:

- Experience with ITSM and quality management standards and frameworks including ITIL, Lean Six Sigma, COBIT, ISO/IEC 200000
- Strong writing skills including creation of business cases, investment proposals and work packages
- Tertiary qualifications in a relevant field and/or equivalent experience.

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