Quality Specialist

Key Responsibilities

• Respond to and investigate customer incidents and complaints, working closely with clients, internal teams, and external providers to achieve 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.
• Support HomeMade staff in managing internal complaints prior to escalation.
• 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.
• Prepare regular reports and insights on feedback, complaints, and compliments.
• Identify and escalate process gaps or areas for improvement.
• Conduct regular file and phone audits in line with our internal schedule.
• Assist in addressing audit findings through cross-functional collaboration.
• Maintain a strong understanding of Quality and Strengthened Standards to support compliance.
• Foster a culture of safety, quality, and open communication through strong, collaborative relationships.
• Take on additional quality-related tasks as directed by the Quality Manager.

Your Skills and Expertise

• Experience in Social Work, Health Sciences, Public Administration, or a related field (highly regarded but not essential).
• Exposure to incident and complaint management in Aged Care, NDIS, or similar healthcare environments.
• Understanding of how internal audits contribute to continuous improvement and service quality.
• Familiarity with, or willingness to learn, regulatory frameworks and quality standards in the Aged Care sector.
• Strong analytical and problem-solving skills with a proactive approach to implementing solutions.
• Excellent interpersonal and communication skills to engage professionally across diverse stakeholders.
• Strong written communication skills with attention to tone, clarity, and accuracy.
• Proven ability to work independently, manage competing priorities, and meet tight deadlines.
• Collaborative mindset, able to support team members and share responsibilities.
• High integrity and discretion, with a strong commitment to ethical practice.
• Emotionally resilient and comfortable working with sensitive subject matter.
• Meticulous attention to detail, a customer-first mindset, and a passion for continuous improvement.