Quality Specialist

📋 Description

• Respond to and investigate customer incidents with teams for timely resolutions.
• Follow best-practice complaint management processes to ensure positive outcomes.
• Record all incidents and complaints in management systems accurately.
• Support HomeMade staff in managing internal complaints prior to escalation.
• Prepare formal responses for escalated complaints, including SIRS reporting.
• Work with the Quality Manager to mitigate risk and close the loop on incidents.

🎯 Requirements

• Experience in Social Work, Health Sciences, Public Administration, or related field.
• Exposure to incident/complaint management in aged care or healthcare.
• Understanding of internal audits and continuous improvement.
• Familiarity with regulatory frameworks and aged care quality standards.
• Strong analytical and problem-solving skills, proactive.
• Excellent interpersonal and written communication across stakeholders.

🎁 Benefits

• Hybrid workplace with in-office and remote work.
• Parental leave: 14 weeks primary, 6 weeks secondary plus super.
• Flexi Leave Days: extra paid day per quarter.
• Floating public holiday to observe significant days.
• Reward and Recognition program for performance.
• Diverse, inclusive workplace; Aboriginal and Torres Strait Islander encouraged to apply.