Quality Support Team Leader

Introduction:
About Us

CoAct is a Not-for-Profit organisation. We operate solely for community benefit and invest over 90% of all revenue back into the same communities in which services are delivered. Working together with our Service Partners, we strive to make a difference in the lives of everyday Australians through employment services and community activation.

Description:
Our Opportunity

The Quality Support Team Leader will maintain and improve CoAct's Quality Management System, including identifying and mitigating risks to CoAct and our Service Partners.

They will undertake assurance activities of Service Partners, with the purpose of monitoring compliance with Deed, Guidelines, and Standards, as well as improving service delivery. They will also identify issues or trends and work closely with stakeholders to ensure that Service Delivery Models and contractual obligations are followed.

The Quality Support Team Leader will drive awareness of quality across CoAct and the Network and will maintain Department required certifications.

Key areas of focus include:
Develop, maintain, and improve accreditation resources and project plans
Facilitate coaching sessions to ensure that managers and stakeholders understand accreditation responsibilities
Review QMS documents (policies and procedures) and Program Resources
Publish and share quality awareness articles and program assurance reports
Coordinate and facilitate audits with CoAct's Auditor and work with auditors, auditees, and stakeholders to understand, communicate, and mitigate risks
Manage accreditation preparation
Maintain Service Partner Assessment frameworks and auditor notes
Conduct desktop monitoring of contract compliance
Contribute to CoAct's Risk Assessments of Modern Slavery and Fraud
Undertake regular customer feedback analysis
Build relationships with Departments, Service Partners, external auditors, CoAct staff, and other stakeholders
Conduct investigations to report on causes and recommendations
Negotiate and implement corrective action plans

Skills and Experiences:
About You

Strong organisational, planning and time management skills, including the ability to document work and meet deadlines
Team player
- able to lead tasks/projects and build and maintain relationships with staff and stakeholders
Ability to successfully communicate complex issues to a variety of audiences both verbally and in writing
Excellent attention to detail and analysis skills
Ability to contribute to the effective operation of a multi-disciplinary team

Required Experience and Qualifications

Experience implementing and maintaining multiple Accreditation Standards
Prior work within the employment services industry
Qualifications in Quality Assurance or related disciplines

Desired Experience and Qualifications

Understanding of the National Standards for Disability Services, the Employment Services Quality Assurance Framework, ISO9001 or ISO27001
Quality/compliance experience
Previous work in a principal contractor/subcontractor model
Exemplar Global QM- Quality Management Systems
Diploma in Quality Auditing

It's great working with us

CoAct is a for-purpose organisation, with a very high annual employee engagement score over multiple years and being nominated as an Employer of the Year in 2019 and 2021. Our people are passionate about our cause which is shown in the quality of relationships we have with our Partners and the significant growth CoAct has realised over recent years.

Here at CoAct, we live and breathe our values and strive to make a difference. We pride ourselves in our down-to-earth approach and great company culture.
- Flexible hours & work-life balance
- Salary-packaging benefits
- Health & Wellbeing Allowance
- Wellbeing leave (In addition to Annual and Personal Leave entitlements)
- Corporate health insurance discounts
- A supportive and purpose-driven culture
- An environment that celebrates achievement and knows how to have fun along the way

Your Next Steps

We're committed to creating a diverse and inclusive workplace and will consider all qualified applicants without regard to race, religion, gender identity, sexual orientation, disability or age. We strongly encourage people from all cultural backgrounds to apply, including Aboriginal and Torres Strait Islander people.

View our latest interactive Impact Report on our website. It provides insight into our focuses and recent successes.

**Job Types**: Full-time, Permanent