Quality Assurance Officer

**About the Department**

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

**About the Victorian School Building Authority**

The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s.

The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.

With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.

**About the Division**

The Asset Management Division helps schools maintain and manage their buildings and grounds and ensures they are more energy efficient. The Division trains school leaders as facilities managers and supports them to develop school maintenance plans. They coordinate programs, assessments, and systems to ensure schools are routinely maintained and cleaned.

The Division includes the Asset Management Branch, School Asset Management Support Branch, Facilities Branch, Maintenance Delivery Branch and the Programs Branch.

**About the Role**

The Evaluation Advisor/Quality Assurance Officer is part of the School Cleaning Unit (SCU), which oversees cleaning services for Victorian Government Schools. Supporting the Quality Assurance Manager, the role involves conducting on-site cleaning audits across schools and early learning facilities, streamlining assessment processes, and contributing to contract compliance.

The Quality Assurance Officer plays an important role as the department's customer service ambassador and act as the front-facing department representative that supports schools and provides them with information regarding their cleaning arrangement. The role also leads and supports departmental programs, ensuring they align with local objectives and strategic goals.

All VSBA staff have a shared responsibility to meet the same service standards outlined in the _VSBA Customer Service Charter_. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.

**Key responsibilities of this role include**:

- Conduct extensive on-site Audits with a focus on consistency in practice and process.
- Follow standardised business processes and rules across the School Cleaning auditing program to ensure impartiality, fairness, and accuracy in reporting.
- Perform reviews of service provider contract compliance
- Prepare reports and other correspondence to document performance metrics, non-compliance, customer satisfactions, attendance, trends, and risks to the program delivery.
- Build and maintain effective relationships with service providers and schools to resolve issues impacting service delivery.
- Adhere to scheduled rosters, arrive on time, and be flexible to roster changes if needed.
- Support the contract management team, communicate non-compliance and underperformance and provide support to the contract management and broader leadership team.
- Collaborate with internal teams on a range of matters, such strategy, achieving Unit goals, and opportunities for continuous improvement with existing processes
- Support the School Cleaning Unit with any other school cleaning-related matters.

**Role-specific requirements**:

- A valid Driver's License.
- A valid Working with Children Check (WWCC).
- Regular travel is expected and may include work outside of normal business hours.
- Usual work location: 33 St Andrews Place, East Melbourne, VIC 3002

**About you**
- Proven experience in conducting audits in a large geographical area with strict timelines
- Sound understanding of quality assurance systems and the functions of performance audits
- Customer service experience in a face-to-face setting
- Results-oriented, with excellent communication and interpersonal skills with an emphasis on customer service and achieving company goals
- Proactive and self-motivated with a strong sense of responsibility for own actions

**What we offer**
- Meaningful work that is varied, satisfying and rewarding by making Victorian government schools clean and safe for school communities.
- Professional growth and development opportunities across the department and the wider Victorian Public Services.
- A hybrid working model focused on collab