Quality Specialist

About the role

HomeMade is seeking a Quality Specialist to join its Quality and Safeguarding team. In this role you will help ensure high‑quality service delivery to customers by managing incidents and complaints, supporting internal audits, and maintaining compliance with regulatory standards.

Key responsibilities

• Respond to and investigate customer incidents and complaints, collaborating with clients, internal teams, and external providers.
• Follow best‑practice complaint management processes and accurately record all incidents in the management system.
• Support staff in handling internal complaints before escalation and prepare formal responses for escalated matters, including those required under the Serious Incident Response Scheme (SIRS).
• Work with the Quality Manager to develop mitigation strategies, close incident loops, and address identified risks.
• Prepare regular reports and insights on feedback, complaints, and compliments.
• Identify and raise process gaps or improvement opportunities.
• Conduct scheduled file and phone audits and assist in addressing audit findings through cross‑functional collaboration.
• Maintain up‑to‑date knowledge of quality standards and foster a culture of safety and openness.

Required profile

• Experience in incident and complaint management within a regulated environment.
• Familiarity with quality standards, audit processes, and regulatory reporting requirements (e.g., SIRS).
• Strong analytical and reporting abilities.
• Ability to work collaboratively with internal and external stakeholders.

Required skills

What we offer

• Opportunity to make a meaningful impact on older Australians’ independence and wellbeing.
• Collaborative, purpose‑driven team environment.
• Professional development in quality and safeguarding.