Job Opportunity
We are seeking a dedicated professional to join our team as a Quality Assurance Specialist. This role plays a critical part in ensuring the delivery of high-quality services and support to customers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies.
About the Role
The Quality Assurance Specialist will be responsible for responding to and investigating customer incidents and complaints, working closely with clients, internal teams, and external providers to achieve timely, effective resolutions. They will also be required to follow best-practice complaint management processes to ensure positive outcomes for customers and the business.
* Respond to and investigate customer incidents and complaints, achieving timely, effective resolutions.
* Follow best-practice complaint management processes to ensure positive outcomes for customers and the business.
* Accurately record all incidents and complaints in our management systems.
Key Responsibilities
The Quality Assurance Specialist will play an integral part in the HomeMade internal audit function, which helps the business identify areas for improvement. They will assist in preparing formal responses for escalated complaints, including those to external bodies and reportable incidents under the Serious Incident Response Scheme (SIRS). Additionally, they will work with the Quality Manager to develop mitigation strategies, close the loop on incidents, and address risk.
* Prepare formal responses for escalated complaints, including those to external bodies and reportable incidents under the Serious Incident Response Scheme (SIRS).
* Work with the Quality Manager to develop mitigation strategies, close the loop on incidents, and address risk.
* Identify and escalate process gaps or areas for improvement.
Required Skills and Qualifications
To be successful in this role, you will require experience in Social Work, Health Sciences, Public Administration, or a related field. You will also need exposure to incident and complaint management in Aged Care, NDIS, or similar healthcare environments. Strong analytical and problem-solving skills, excellent interpersonal and communication skills, and a proven ability to work independently are essential.
* Experience in Social Work, Health Sciences, Public Administration, or a related field.
* Exposure to incident and complaint management in Aged Care, NDIS, or similar healthcare environments.
* Strong analytical and problem-solving skills, excellent interpersonal and communication skills, and a proven ability to work independently.
Benefits
We offer a range of benefits to support your career development and well-being. These include opportunities to learn from industry experts, experienced leaders, and on-the-job training. You will also have access to parental leave, flexible work arrangements, and a recognition program that rewards great performance.
* Lifelong learning through on-the-job training and mentorship.
* Access to parental leave, flexible work arrangements, and a recognition program.
We Are One
We celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. We value diversity in experience and encourage you to apply if you don't feel like you 'tick all the boxes.'