About the role Reporting directly to the General Manager of Enterprise Risk & Business Assurance, you will lead Quality initiatives across our products and systems.
This role demands a strong collaborative approach with the Enterprise Risk & Business Assurance teams.
Key Responsibilities: Ensure adherence to our Quality Management System (QMS) and aim for ISO 9001:2015 compliance.
Use your quality management and data analysis skills to enhance compliance and upskill the organisation.
Drive continuous improvement in operational performance.
Annually assess and report on the QMS to the Board.
Manage the complaints handling framework and respond to complaints promptly.
Prepare monthly Customer Feedback and Incident Reports, identifying trends and improvement opportunities.
Collaborate with the ER&BA team to optimize complaints and incident management.
Lead or participate in high-risk incident and complaint investigations.
Promote customer safeguarding and compliance with standards.
Contribute to system development and policy creation related to quality management.
Maintain and enhance compliance frameworks, reporting to senior management.
Essential: Demonstrated knowledge and understanding of standards and principles of care in the Human Services sector Relevant Tertiary qualifications and/or significant knowledge and experience in a similar role Experience in providing expert advice and recommendations at a senior level.
National Criminal History Check (Police Check) Demonstrated excellence in verbal and written communication skills including the ability to liaise, negotiate, influence and problem solve with a range of internal and external stakeholders and write reports/communications of a high order appropriate for the intended audience At New Horizons, our purpose is to enhance wellbeing.
Through the right advice and services, we help customers discover their potential.
By putting wellbeing at the heart of everything we do, we move towards our vision of happy, inclusive communities that create opportunities.
Our Enterprise Risk & Business Assurance Team plays a pivotal role in upholding the integrity, reputation and success of our organisation, to enable the realisation of our strategic objectives.
We do this by applying robust risk and compliance frameworks, which not only identify and mitigate risk, but also aid the ongoing development and improvement of operational policies and practices within the organisation.