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.