Quality and Service Improvement Specialist

Quality and Service Improvement Specialist (NDIS, Counselling and Mediation)  

Applications close: 19th October 2025 

• Permanent full-time – based at North Parramatta (with free parking) or Sydney CBD, with flexible work options

• Lead quality and improvement initiatives across Uniting's Communities and Seniors Services portfolios

• Attractive salary + super + NFP salary packaging (up to $18,550 tax-free per year)

Make a real difference, every day 

At Uniting, we believe quality care and support can transform lives. We are seeking a Quality and Service Improvement Specialist to join our Customer, Governance and Risk Directorate. In this pivotal role, you will guide and coach service streams to strengthen quality systems, support accreditation, and champion a culture of continuous improvement. 

Your expertise will have a direct impact on the way services are delivered across disability, NDIS services, counselling and mediation, and aged care – ensuring we deliver excellence and positive outcomes for the people and communities we serve. 

What you'll be doing 

Reporting to the Head of Quality and Service Improvement, you will: 

• Lead and coach service streams to develop and embed quality systems aligned with Uniting's Quality Management Framework.

• Support accreditation, licensing, funding, and program compliance requirements.

• Implement and monitor quality assurance programs to enhance service outcomes

• Review incidents, complaints, audits, and regulator feedback to identify improvement opportunities.

• Provide NDIS Quality and Safeguarding expertise for Communities and Aged Care

• Build strong, collaborative relationships across business and shared services functions.

• Stay across relevant legislative and regulatory changes to guide best practice.

About you 

You're driven by a passion for quality and inspired to make a real impact through operational excellence and continuous improvement. If you are ready to use your expertise to help shape our services, we encourage you to apply and join us to make a difference. You bring: 

• Bachelor's degree in Quality, Business, Social Sciences, or related field (or equivalent experience).

• Minimum 5 years' experience in quality management, operational or service improvement roles.

• Strong knowledge of quality frameworks, systems management, and accreditation in health/community sectors.

• Experience in human services delivery with NDIS highly desirable.

• Excellent skills in auditing, data analysis, and translating insights into action.

• Strong organisational, reporting, and communication skills.

• Ability to influence and build relationships across a complex organisation.

• Current driver's licence and access to a vehicle (regular travel across NSW and ACT required).

Why Uniting? 

When you join Uniting, you'll be part of a values-led organisation that champions diversity, equity, and inclusion. We offer: 

• Flexibility – choose to work from North Parramatta or Sydney CBD, plus hybrid arrangements.

• Extra take-home pay through NFP salary packaging benefits.

• Supportive, purpose-driven team culture where your expertise makes a meaningful difference.

Ready to apply? 

If you're passionate about leading quality and service improvement and want your work to make a lasting impact, we'd love to hear from you. 

Enquiries are welcome Please don't hesitate to contact Louise Massie via email at  

How to apply 

Applicants must include a cover letter outlining why they want to work in this role with Uniting. 

What We Offer You 

• A rewarding career with a leading human services organisation.

• Up to $18,550 NFP salary packaging available.

• Access to our U rewards program with exclusive discounts.

• Flexible work hours for work-life balance.

• Access to Fitness Passport – Live your best life.

• A supportive and inclusive and collaborative work environment.

• Opportunities for professional growth.

• Purchase of additional leave.

Uniting contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services, and spiritual care. 

Our purpose is to inspire people, enliven communities, and confront injustice. 

We provide support for people through all ages and stages of life, with a focus on those experiencing disadvantage and vulnerability. 

We acknowledge the Sovereignty of First Nations people over the lands of Australia and are committed to meaningful change so that First Nations people are strong, thriving, and self-determining. 

Uniting is a Child Safe Organisation, committed to the safety, well-being, and inclusion of children and young people. We are proud of the diversity of our people and always welcome everyone, exactly as they are. 

Employment with Uniting is subject to satisfactory background checks which may include a national police check, reference checks, working with children checks, and NDIS checks