APS5 Quality Development Officer

About this role

The APS5 Quality Development Officer supports the delivery of high-quality service outcomes by providing quality assurance, coaching and guidance to frontline staff, while managing complex and sensitive matters within a high-volume operational environment.

Staff operate in a fast-paced and at times psychosocially demanding environment requiring resilience, professionalism and the ability to manage challenging or sensitive interactions. It contributes to building capability, confidence and resilience across frontline teams and requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.

Responsibilities of the APS5 Quality Development Officer may include:

• Undertaking quality assurance activities, including reviewing and clearing work, to ensure consistent, accurate and compliant outcomes. • Coaching and supporting staff through technical advice, feedback and facilitated development activities. • Investigating and resolving complex cases, complaints and escalated enquiries, including highly sensitive matters. • Managing or supporting complaint handling processes, ensuring outcomes are fair, consistent and aligned with policy and legislation. • Preparing clear, accurate and evidence-based written material, including Ministerial, Executive, Freedom of Information and Ombudsman correspondence, identifying sensitivities as required. • Assessing and actioning complex requests requiring sound judgement, including matters involving conflict of interest or relationship breakdown. • Supporting consistent decision-making by applying legislation, policy and operational guidelines, and identifying risks where appropriate. • Communicate clearly and professionally, both verbally and in writing, adapting communication style to suit different audiences and circumstances. • Respond to a range of enquiries and requests, including those requiring sensitivity and sound judgement, within agreed timeframes and in accordance with policy and procedures. • Navigating multiple IT systems concurrently while responding to customer interactions, maintaining accuracy, efficiency, and effective communication through both verbal and written channels. • Building and maintaining effective working relationships with team members and stakeholders in a frontline service delivery environment. • Managing competing priorities in a fast-paced environment while maintaining quality, accuracy and timeliness. • Contributing to continuous improvement activities, including the development and review of procedures and guidance materials. • A commitment to working in a scheduled environment, demonstrating reliability, punctuality, and adherence to set rosters, or standard operating hours.