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Quality Assurance & Process Improvement Specialist

World Vision

The Opportunity to be a Changemaker …

We are seeking a Quality Assurance & Process Improvement Specialist to join our team at World Vision on a full time basis at our Burwood East Office. Reporting to the Head of Contact Centre & Retail Operations, you will support the retail and supporter experience channels by leading and maintaining a formalised quality and risks framework and ensure adherence to policies and procedures.

Your role will focus on four key areas:

  1. Quality Assurance Program Management - Engage with multiple stakeholders to identify opportunities for Improvement through a Quality, Productivity and Performance lens and facilitate personal and professional development of direct reports and teams and manage performance in line with WVA’s performance framework.
  2. Retail Risk Framework – You will be responsible for creating and maintaining a formalised risk framework to lead operational management and ensure adherence to policies and procedures across multiple channels and provide recommendations for improvements
  3. Supporter Experience & Complaints - Manage and oversee the Voice of Supporter program across the retail channels and provide insights and recommendations on supporter experience strategy
  4. Continuous Improvement - Deliver information and analytics to support continuous improvement of technology and processes and support implementation of key continuous improvement projects

Your skills and experience will include:

  • Demonstrated experience in leading highly performing teams
  • Demonstrated success in influencing senior stakeholders and leading cross functional teams
  • Experience with Quality Assurance framework and continuous improvement
  • Complaints handling
  • Tertiary qualification/accreditation desirable or extensive relevant experience
  • Relevant industry body associations and/or accreditation
  • Understanding of Service Contact Centre and Face to Face Retail and Events Operating methodology highly desirable
  • Strong understanding of Channel operations, metrics and factors that influence them

What you need to know:

For your information, the interviews will start immediately, and the role may be filled before the closing date.

World Vision Australia takes our Safeguarding responsibilities seriously and we provide an environment that is safe for our child and adult beneficiaries. We have strong recruitment procedures to make sure the safest and most suitable people work with the children in our programs. All successful candidates will undergo a criminal record and Working with Children check prior to employment. We provide our staff and volunteers with ongoing supervision, support and training in their work with child and adult beneficiaries.

Why World Vision:

World Vision is a global community, working together for the one purpose – to bring about positive change in the lives of the world’s most vulnerable children. People are inspired to work for us because they want to contribute to making a difference. We are part of an international team, using our talent, determination and influence to invest in a better tomorrow. As a global Christian humanitarian organisation, we provide short-term and long-term assistance and have impacted the lives of over 200 million vulnerable children and people worldwide. With approximately 37,000 staff members working in nearly 100 countries, World Vision has been engaging people to work towards eliminating poverty and its causes for almost 7 decades.

World Vision Australia delivers life changing impact because we are community-led, child-focused and inspired by our Christian faith.

When it comes to our people, as an organisation we embrace diversity, employing people from a variety of cultural and religious backgrounds.

How to apply

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