Quality Assurance Officer

About the role

The Quality Assurance Officer (QAO) plays a pivotal operational role within the QAS Operations Centres, conducting case evaluations of Emergency Medical Dispatchers (EMDs) to ensure compliance with the Medical Priority Dispatch System (MPDS) and organisational standards.

Key responsibilities

• Monitor and report on the quality of the call‑taking function and recommend operational or system enhancements.
• Support sustainable improvements to call‑taking within MPDS, aligning with policies and procedures.
• Contribute to district and regional strategic leadership to deliver high‑quality ambulance services.
• Collaborate with Professional Development Officers, Supervisors and Managers to integrate continuous quality improvement findings.
• Participate in system analysis and reporting of adverse events and incidents.
• Provide timely, accurate reports on call‑taking performance and operational reviews.
• Promote collaborative teamwork and quality client service to achieve Operations Centre goals.
• Maintain effective call‑taking skills (Certificate III) and computer‑aided dispatch (CAD) capabilities, and step in for dispatch duties as required.

Required profile

• Current Certificate III in call taking.
• Proficient in computer‑aided dispatch (CAD) systems.
• Ability to lead and manage staff within the Operations Centre.
• Strong understanding of MPDS and emergency medical dispatch processes.

Required skills

• Certificate III (call taking).
• Computer‑aided dispatch (CAD) proficiency.
• Medical Priority Dispatch System (MPDS) knowledge.

What we offer

• Opportunity to influence the quality of emergency medical services.
• Collaborative work environment within a leading ambulance service.
• Professional development and career progression pathways.