Aps 5 Ncc Quality Assurance Officer

• Ongoing & Non-Ongoing 12 months with a possibility of extension. - Full Time
• $80,243 - $86,384 (plus 15.4% superannuation)
• Role located in QLD - Robina,VIC - Dandenong,WA - Midland

Our participants, Our people, Our purpose
Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.
A new role awaits
Are you ready to embark on a Quality Assurance journey that guarantees excellence? The National Disability Insurance Agency (NDIA) is now offering an exciting new opportunity to join their team as an APS5 National Contact Centre (NCC) Quality Assurance Officer in the Chief Information Officer Division.
The NCC is responsible for implementing and improving the service delivery for participants and providers of the National Disability Insurance Scheme. It serves as the primary communication channel for individuals to reach out to the National Disability Insurance Agency (NDIA). The NCC handles inquiries from participants, potential participants, providers, organisations, and the general public.
The APS5 NCC Quality Assurance Officer will have regular interactions with both internal and external stakeholders. They will need to effectively communicate and provide advice on a range of matters, particularly in resolving moderately complex to complex enquiries related to the NDIS.
Where you can add value
The position requires the ability to make decisions and prioritise tasks based on available information. The officer will be responsible for performing various procedural, clerical, administrative and operational tasks that support the Agencies objectives of developing a world-leading NDIS.
Some additional responsibilities of the APS5 NCC Quality Assurance Officer include:

• Conducting ad hoc quality assessments and investigative work to identify areas for improvement.
• Conducting research and trend analysis of quality datasets to identify patterns and make recommendations.
• Coordinating calibration sessions and quality meetings with key stakeholders both within and outside the organization.
• Collaborating with the Learning and Development team to provide insights and drive improvement in the NCC.
• Managing call schedules to ensure proficiency and adherence to quality standards.

Enough about us, let’s talk about you
Our ideal candidate will have excellent communication skills, have a strong passion for Quality Assurance and will develop productive relationships across stakeholders both internal and external to the Agency. You will be driven and have effective leadership and management skills and strive to learn and grow to ensure best practice. In addition, you will demonstrate a high level of integrity and professionalism that aligns with the values and mission of the NDIA.
Your NDIA Experience
We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we are based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive workplace culture where everyone feels comfortable, supported and safe, and are able to bring their whole selves to work.
• Access to a bespoke Employee Assistants Program, consisting of individual/family counselling, financial/nutrition and career coaching.
• Competitive remuneration and working conditions that support a positive work life balance.

While this role is ideally performed from QLD Robina, VIC Dandenong, WA Midland, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months may be offered.
Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
Applications for this role close 11:30pm AEDT Wednesday 7 February 2024.
If you have any questions, please contact Sally foster on 07 5502 4020 or email sally.foster@ndis.gov.au
With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.
NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.
RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.
The health and safety of workers, Participants and other visitors in our offices is our highest priority. Some roles within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory vaccinations.