Continuous Improvement Quality Assurance Specialist

5 days ago

Springvale, Australia Southern Metropolitan Cemeteries Trust Full time

**About Us**:
We create extraordinary experiences. We create memories, we take care of our shared heritage. This means careers where we have to innovate and always push for better and where your perspective is always valued. This is a world where we bring together our love for the natural environment and our care for one another to make a real difference. This is a world where you'll discover something new, every day.

As an organisation, you'll also discover a culture that will challenge your expectations. We're value driven, but also a $70m community based, purpose driven organisation that is innovative, modern and leads in our sector. With a focus on constant improvement, we're providing an essential service, managing iconic locations and always doing the right thing.

**The Role**:
As the Continuous Improvement - Quality Assurance Specialist, you will drive a culture of service excellence by embedding quality frameworks, strengthening data integrity and enabling smarter decision-making. Reporting to the Manager - Continuous Improvement, you'll work across departments to improve how we use data, ensure compliance and support change. This is a hands-on role for someone who thrives on collaboration, clarity and coaching.

**Key responsibilities include**:

- Design, implement and continuously improve SMCT's Quality Assurance (QA) Framework
- Define and enforce data quality standards across customer experience operations
- Investigate data quality issues using root cause analysis and stakeholder collaboration
- Embed QA processes into operational workflows and systems
- Partner with team leaders and frontline staff to coach, support and embed quality practices
- Conduct audits and evaluations to monitor service and data quality
- Develop training and communication materials to uplift data literacy and quality awareness
- Contribute to strategic business improvement initiatives aligned with organisational goals

**Your Profile**:

- Proven experience in quality assurance, frameworks and continuous improvement
- Strong understanding of data quality standards, issue resolution and governance
- Ability to analyse, improve and document business processes
- Experience coaching and supporting operational teams to embed change
- Excellent stakeholder engagement and communication skills
- Strong critical thinking and decision-making in complex environments
- A customer-centric mindset with a focus on sustainable service improvement
- Confidence working with QA tools, CRM systems and data dashboards

**What's on Offer**:
We offer a fulfilling career with exceptional personal and professional growth opportunities, along with a comprehensive range of benefits:

- Access to Leadership and Development Programs to foster professional growth and advancement.
- Employee Health, Wellbeing and Assistance Programs including complimentary onsite physio services.
- Flexible working arrangements.
- Immediate access to unpaid parental leave and a short waiting period of only three months for paid parental leave, applicable to both full-time and part-time employees.
- The opportunity to purchase additional annual leave.
- Discounts available at our employee café and onsite florists.

SMCT is an equal opportunity employer and a Diversity Council Australia Member.

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