Reporting to the General Manager, Enterprise Risk & Business Assurance , you will lead the ongoing development and maturity of the organisation's Quality Management System (QMS), ensuring quality frameworks, systems and practices support service excellence, regulatory compliance and positive outcomes for customers. A key focus of this role is progressing the organisation's quality framework toward alignment with ISO 9001:2015 Quality Management System standards .
Working collaboratively with leaders across the organisation, you will provide expert advice, drive quality improvement initiatives, oversee complaints and incident management processes, and deliver meaningful insights that strengthen organisational performance and compliance.
About the Role
As the Quality Manager, you will:
- Lead the ongoing review, enhancement and maintenance of the organisation's Quality Management System (QMS), supporting its maturity toward ISO 9001:2015 compliance.
- Chair and facilitate organisational quality meetings, providing oversight of quality performance, compliance obligations, corrective actions and continuous improvement initiatives.
- Manage and oversee organisational complaints processes, ensuring complaints are allocated, investigated and resolved effectively and within required timeframes.
- Coordinate and manage regulatory complaints and responses to external compliance obligations.
- Ensure the organisation's incident management framework operates effectively, remains compliant and continuously improves.
- Analyse complaints, incidents and quality data to identify trends, emerging risks and opportunities for improvement.
- Prepare high-quality reports and recommendations for senior leaders to support informed decision-making.
- Maintain complaints, incidents and continuous improvement registers to support organisational oversight and accountability.
- Support and, where required, lead investigations into high-risk complaints and incidents.
- Partner with teams across the organisation to strengthen customer safeguarding practices and compliance with relevant standards and accreditation requirements.
- Monitor and evaluate customer feedback mechanisms, ensuring insights drive continuous improvement initiatives.
- Contribute to the development of policies, procedures and quality frameworks that support best practice and regulatory compliance.
- Provide coaching, advice and training on quality, compliance, complaints and incident management practices.
You are an experienced quality and compliance professional who enjoys driving organisational improvement, influencing stakeholders and strengthening systems and processes within a complex service environment.
You will bring:
Essential
- Demonstrated experience in quality management, compliance, continuous improvement, risk, audit or business assurance functions.
- Sound knowledge of quality standards, accreditation frameworks and principles of care within the human services sector.
- Experience managing complaints, incidents, investigations, corrective actions and compliance frameworks.
- Strong analytical skills and the ability to interpret data to identify trends, risks and improvement opportunities.
- Exceptional written and verbal communication skills, including the ability to influence, negotiate and prepare high-quality reports for a range of audiences.
- Experience developing and improving policies, procedures, systems and organisational frameworks.
- Relevant tertiary qualifications and/or significant experience in a similar role.
Highly Desirable
- Experience within disability, aged care, mental health, housing, community services or broader human services environments.
- Exposure to ISO 9001:2015 Quality Management Systems.
- Experience providing expert advice and recommendations to senior leaders.
- Demonstrated experience supporting accreditation, certification or regulatory compliance programs.
- Lead organisation-wide quality, compliance and continuous improvement initiatives.
- Play a key role in the development of an ISO 9001:2015-aligned Quality Management System.
- Influence organisational performance through quality insights, trend analysis and continuous improvement initiatives.
- Partner with leaders across multiple service areas to strengthen compliance, safeguarding and service quality.
- Join a purpose-driven organisation committed to enhancing wellbeing and creating positive outcomes for the communities it serves
Successful applicants will be required to provide:
- Proof of working rights in Australia
- 100 Points of Identification
- National Police Check
- NDIS Worker Screening Check
- Working With Children Check
- Evidence of relevant qualifications
Diversity & Inclusion
Pathway Talent is committed to creating diverse, inclusive and culturally safe workplaces. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and people from culturally and linguistically diverse backgrounds.
Apply Now
If you are passionate about quality management, compliance, service excellence and continuous improvement, we would love to hear from you.
Apply today and play a key role in strengthening quality, compliance and customer outcomes across a leading human services organisation.
Please note that only shortlisted applicants will be contacted.
