Aps4 Training And Quality Assurance Officer

The Australian Financial Security Authority (AFSA) is responsible for managing the application of bankruptcy and personal property securities laws through the delivery of high-quality personal insolvency and trustee, regulation and enforcement, and personal property securities services. 

 The Client and Digital Services division provides a range of services including statistics, stakeholder communication and engagement, and frontline service delivery for insolvency and PPSR enquiries, information, and transactions. It works to streamline services through process innovation, informed by the needs of our clients. The division also supports AFSA to deliver effective and efficient digital services in a timely manner, while preserving the integrity and security of AFSA’s data assets.

 Purpose of the position

Monitor personal insolvency and PPSR interactions via our service delivery channels ensuring they are managed effectively and efficiently. Strengthen the quality of client interactions with the AFSA Service Centre using the Quality Assurance framework and providing meaningful feedback.

 Support Service Officers and Service Support Officers through training, coaching and competency checks to understand operations/systems and the relevant legislation.

 Key accountabilities

• Assist in the design and maintenance of the AFSA Service Centre Quality Assurance framework and products and present to staff regularly.
• Monitor real time and recorded interactions to ensure adherence to quality guidelines and processes, recording and reporting outcomes to Team Leaders and other stakeholders.
• Provide meaningful feedback and guidance to Service Officers and Service Support Officers to improve the quality of client interactions.
• Work collaboratively with stakeholders to proactively review, monitor and report on the operations and trends of the AFSA Service Centre to drive best practice, and high-quality interactions.
• Through quality assessments identify opportunities for streamlining work processes and methodologies by seeking and promoting innovation from users and stakeholders to ensure continuous business improvement whilst building and maintaining high quality standards.
• Collaborate with key stakeholders to proactively assist with the development of detailed work instructions, process and guidelines for Service Officers and Service Support Officers
• Conduct and record monthly calibration sessions to identify trends and ensure consistency in client service delivery.
• Assist in the delivery of training to new and existing staff and conduct competency checks during training to support staff knowledge to ensure high client service focus and delivery.

All duties will be performed in accordance with:

·      the APS Values, Code of Conduct and Employment Principles.

·      WHS obligations, taking responsibility for own health and safety and that of others.

·      AFSA’s risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks.

 Skills and capabilities

Applies digital dexterity

Demonstrates commitment to explore, learn and adopt new technologies and ways of working, to achieve better business outcomes. Displays a growth mindset.  

Communicates simply and clearly

Communicates clearly in plain English, without using jargon. Demonstrates an ability to convey a message succinctly and with empathy, regardless of medium (written, verbal, digital).

Understands the target audience, and tailors' message in a way that appeals to them.

Fosters a service culture

Keeps people at the centre of thinking, decisions and actions, including internal systems and processes. Demonstrates empathy, curiosity and listens deeply to understand a person’s context, challenges and needs. Keep one’s word and follow through on promises or commitments made.

Working with ambiguity

Demonstrates proactivity, emotional intelligence and self-direction in the face of uncertainty, change or new situations. Chooses a course of action or decision without having the total picture.

Coaching and Quality assurance

Monitors team outputs in terms of quality and service delivery providing feedback, coaching and suggestions for improvement. Assists with the development, documentation and preparation of written work instructions, processes and guidelines.

Service delivery operations

Apply knowledge and expertise to monitor employee-customer interactions via our service delivery channels and identify and resolve problems with operational performance.

Qualifications, accreditations and experience

Personal Insolvency and/or PPSR knowledge highly desirable

How to apply? 

Applications for this vacancy are submitted online through the AFSA careers portal.

If accessing the AFSA careers portal for the first time you will need to register. You will receive a confirmation email with a link to confirm your registration. Make sure to check your Junk folder if you don't see this email in your Inbox. Please note that the registration process only needs to be completed one.

 Once you have confirmed your registration, to complete your application, you need to:

• Click the 'Apply' button below which will open the AFSA careers portal.
• Provide evidence in the education/qualifications section of your application, if applicable  
• Complete a short questionnaire (mandatory).
• Attach your resume and statement of claims (cover letter 2-pages) addressing the skills and capabilities and required qualifications, accreditations, and experience outlined in the position description (mandatory)
• Provide the full name, employer, and contact details of at least two referees, one of which must be your current or most recent manager.
• Ensure that all mandatory fields (marked with a red banner) are completed.

Please review the Position Description below for additional information.

The closing date for this position is 11:59PM AEDT, Sunday 11 February 2024.

If you are having difficulties accessing or applying for this vacancy or have any questions, please contact ***********@afsa.gov.au.