Aps4 National Contact Centre Quality Assurance Officer

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.

The National Contact Centre Branch is seeking an enthusiastic and quality focused APS4 Quality Assurance Officer to join their team. The position is a team membership position within the Agency that will work within defined parameters relating to their area of responsibility.

The National Contact Centre is the main communication channel for people to contact the NDIS. The National Contact Centre responds to enquiries from participants, prospective participants, providers, organisations and the general public.

The position will provide operational and administrative support that is informed and directed by sound knowledge in various areas and may undertake some research and analysis activities.  

In the APS4 National Contact Centre Quality Assurance role, you will play an important role within the team. You will be confident in your ability to manage multiple demands and prioritise work accordingly, be able to manage various stakeholder enquiries and build on relationships. You will have excellent attention to detail and have a passion for organisation and accuracy.

Responsibilities of the role include but are not limited to:

• Undertaking data entry, reporting and maintaining registers and the team email inbox.
• Coordinating corporate support functions, administration and onboarding of contractors involved in channel management.
• Undertaking quality assessment tasks on all NCC functions.
• Supporting the drafting of written communications and managing documents and databases.
• Participating in project management work as directed.

We are seeking an individual who thrives in a team environment, is enthusiastic and solution focused to join our National Contact Centre Quality team. While experience in call centre environments/data and reporting and/or Quality Assurance is desired, it is not required if the ideal candidate has the right attitude, personality, and approach.

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're 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 and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

While this role is ideally performed from Dandenong and Geelong - VIC, Midland - WA, Robina - QLD and Deakin - ACT, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years 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 at 11:30pm (AEST) 26 June 2024

If you have any questions, please contact Asher Jansen on 03 8791 1*** or email *************@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.