Job description
- Hybrid Sydney CBD + WFH
- Newly created role
- Bring your expertise to leading national charity
We are seeking a highly skilled, detail driven and analytical Quality Assurance Advisor for this newly created position, to help strengthen the consistency and quality across service. If you are passionate about quality, capable of balancing analytical rigour with supportive coaching, this role offers the opportunity to make a meaningful impact.
Key responsibilities:
You will work closely with team leaders, crisis support volunteers and other cross functional departments to ensure that assessment, coaching, quality assurance and governance frameworks are applied consistently across teams, ultimately improving outcomes and supporting best practise crisis support delivery.
On a daily basis, your role will include calibration and consistent quality delivery, coaching and capability uplift and identifying opportunities to improve processes, systems and workflow. Other key responsibilities include compliance & audit activity, regular reporting and strong stakeholder engagement across teams.
Crisis support training will be offered to understand the framework and the roles of front-line volunteers.
Role requirements:
- Bring your strong expertise in leading Quality Assurance initiatives in a Contact Centre environment
- Strong analytical skills and demonstrated use of Genesis or similar system knowledge
- Previous experience in the provision of coaching, training, assessment
- Previous experience in dealing with distressed customers and psychosocial hazards
- Strong resilience and proactive self-care practices engagement is critical for success
- Able to work Monday to Friday, full time hours. Hybrid Sydney CBD & WFH
To have the opportunity to be part of a values driven organisation committed to safety and continuous improvement. To contribute to a service that saves lives and supports people in their most vulnerable moments.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
