Employment Services Quality Specialist

About the Role
The Quality Specialist plays a pivotal role in driving high standards of service delivery and compliance across the IEA Program. This function exists to safeguard the integrity and continual improvement of operational practices, ensuring all activities align with the IEA DEED, program guidelines, and the Service Delivery Model.
Reporting directly to the Performance Optimisation Manager and collaborating closely with the SSI quality, risk, and compliance team, the Quality Specialist is dedicated to upholding quality benchmarks through the following key objectives:

- Oversee and support the implementation of processes that ensure consistent adherence to contractual, regulatory, and policy requirements, delivering high-quality services both in-person and remotely.
- Conduct performance monitoring through audits, data analysis, and process reviews to identify areas for improvement and lead initiatives based on findings and feedback.
- Manage risks related to quality and compliance, maintaining up-to-date quality assurance frameworks aligned with IEA DEED requirements and service delivery standards.
- Collaborate with service teams, leadership, and external partners to foster a culture of quality, providing expertise, guidance, and training to support achievement of quality standards.
- Support organisational readiness for internal and external audits by maintaining comprehensive documentation, processes, and reporting at the highest standard.

Through these efforts, the Quality Specialist ensures that the organisation not only meets but exceeds expectations for service quality, contractual compliance, and participant outcomes—ultimately fostering trust, accountability, and excellence across the IEA Program.
Please reach out to us for the full Position Description to review the Key Responsibilities and Measures of success.
About You
They possess strong analytical skills, adept at conducting audits and interpreting data to drive improved outcomes. With a keen attention to detail, they ensure strict adherence to government policies and regulatory standards. Their problem-solving abilities enable them to address service gaps and adapt effectively to sector changes.
They maintain accurate records of audits and compliance activities, promoting transparency, and are committed to continuous improvement by leveraging audit findings to enhance service delivery and operational efficiency.
Desirable Experience
- Proven experience in quality management within the employment services sector, meeting government contract requirements and compliance targets.
- Experienced in collaborating with government departments, funding bodies, and sector partners to ensure compliance and achieve optimal service outcomes.
- Skilled in developing, reviewing, and implementing quality management procedures in government-funded or regulated environments.
- Competent in preparing for and participating in external audits, accreditation processes, and compliance reviews.
- Demonstrated ability to manage and report on KPIs and outcomes aligned with government policy and quality assurance standards.
- About Us
Settlement Services International (SSI Group) is a community-based organisation and social business that supports newcomers and Australians to achieve their full potential. Taking an integrated approach how everyone can thrive within the community in which they live and the wider Australian society, we support children, young people and families; people living with disability; and asylum seekers, refugees and migrants. Our programs include facilitating employment, multicultural foster care, creating community engagement, advocacy, and influencing government and international affairs and provide though leadership within our sector nationally and globally.
About our Benefits
- Salary packaging options to receive up to $15,900 of your salary tax-free meaning more take-home pay
- Flexible working arrangement supporting work from home and office, including the opportunity of a 9-day fortnight.
- Access to in-house training and learning opportunities for professional development and growth.
- Access to our inhouse wellbeing programs
- Working alongside professional and dedicated team members all wanting to make a difference in our communities.

About our Recruitment Process
SSI Group is strongly committed to actively safeguarding children and young people and providing a safe environment for them to thrive. We ensure children and young people’s safety, and wellbeing is embedded in the everyday thinking and practice of everyone at SSI, whether they interact directly or indirectly with children and young people. All employees will undergo a National Police Clearance and a Working with Children Check as a condition of employment.
To Apply
Applications close Monday 29th September 2025.