Quality Assurance & Improvement Officer

At the Telecommunications Industry Ombudsman, we are committed to fostering a diverse workplace where everyone, regardless of identity, feels safe and included. The TIO’s vision is for a fair and accessible communications market for Australia. We are connecting people, building trust and delivering fairness. Within this role as Quality Assurance and Improvements Officer, you’ll support the Operational Excellence function of the TIO by supporting the business unit with quality assurance duties. You’ll do this by providing contemporary quality assurance support and guidance. Job Description You’ll report to the User and Service Excellence Partner and will be responsible for administering our Quality framework, and conducting Quality Assurance and Improvement activities, ensuring that the TIO provides a high quality, efficient, independent and consistent alternative dispute resolution service. Your primary responsibilities will include:

• Support, maintain and continuously enhance the Quality Framework for our Early and Dispute Resolution areas
• Prepare and conduct audit work in accordance with the Quality Framework and ad-hoc as required by the business
• Raise systemic training issues observed through QA for consideration
• Conduct thematic reviews as required

Desired Skills and Experience You will possess a demonstrated commitment to quality and excellent attention to detail. Experience in conducting Quality Assurance & Improvement assessments and audits. To be successful in this role you will need:

• Proven experience in a similar role, ideally within a service environment
• High level of verbal and written communication skills, to deliver feedback succinctly
• Knowledge of alternate dispute resolution principles and methods (Desirable)
• Collaborative work practices

About the Team The Operational Excellence (Early Resolution and Dispute Resolution) Group (the Group) are responsible for the end-to-end complaints handling process for residential consumers and small businesses that have been unable to resolve their phone or internet complaint with their telecommunications service provider. The Group is also responsible for identifying and implementing service, process and individual improvement initiatives to support the delivery on the TIO purpose. The TIO’s purpose is to resolve complaints fairly and drive improvement in a dynamic communications sector. Our purpose is underpinned by four core values: Fairness, Integrity, Excellence, and Collaboration. To uphold this commitment, the TIO implements reasonable adjustments to promote inclusivity, including part-time or reduced hours, a hybrid work model, workplace accessibility modifications, adjustments to equipment and devices, engagement in co-design practices, and being open to other measures that support every person in our organisation to thrive. Please include as part of your application a resume and cover letter that demonstrates your skills and addresses why you are the right person for this role. For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website . If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email . Applications close Sunday, 12 January 2025 11.59pm AEST Please note, applications may close prior to the deadline. Telecommunications Industry Ombudsman Limited #J-18808-Ljbffr