Director, Quality & Practice Excellence

About the role

The Director, Quality & Practice Excellence will lead the development of a robust quality and continuous‑improvement capability for Safe Steps Family Violence Response Centre. Reporting directly to the CEO, the role is senior‑executive level and can be undertaken full‑time or part‑time (0.8 FTE).

Key responsibilities

• Design, implement and maintain a comprehensive quality‑assurance framework to monitor and enhance service delivery.
• Lead data‑driven performance initiatives, producing regular reports, dashboards and feedback loops for senior management.
• Define and track key performance indicators that align with organisational goals and the centre’s values.
• Oversee audits, evaluations and compliance with regulatory and best‑practice standards.
• Facilitate staff training and development programmes that embed a culture of continuous improvement.
• Engage external partners, including government bodies and community organisations, to promote collaborative quality‑improvement efforts.
• Prepare detailed board reports highlighting quality metrics, improvement areas and action plans.
• Champion client‑feedback mechanisms to ensure service user insights shape program development.

Required profile

• Minimum 7 years of experience in quality assurance, performance management or related fields.
• Proven senior leadership and team‑development capabilities.
• Strong analytical and problem‑solving abilities with experience interpreting complex data sets.
• Excellent written and verbal communication skills for diverse stakeholder groups.
• Demonstrated ability to drive organisational change and foster a culture of excellence.

Required skills

• Quality‑assurance methodologies and performance‑measurement frameworks.
• Project‑management principles and practices.
• Data analysis and reporting tools.