Aps5 Training And Quality Assurance Advisor

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 Regulatory Operations Group is responsible for operations in Service Delivery and Enforcement and Practitioner Surveillance. This work operationalises AFSA’s strategy, delivering integrated end to end regulatory services that supports clients through AFSA systems and ensures compliance in line with AFSA’s approach to regulation to: People centric, Outcomes focused, Harms based, Intelligence led, and Strengths based. 

The AFSA Service Centre provides 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.

About the role

Create and deliver training to new and existing staff, to prepare them for their role by fostering an environment that enables learners to acquire new knowledge, skills, and capabilities. Conduct competency checks and support new and existing staff to understand operations/systems and the relevant legislation.

Review personal insolvency and personal property securities interactions via our service delivery channels ensuring they are managed effectively and efficiently. Strengthen the quality of client interactions with new and existing staff, using the Quality Assurance framework and providing meaningful feedback. 

Skills and capabilities:

Under guidance of the Team Leader

• Assist in the creation, maintenance, and co-ordinate the delivery of, the AFSA Service Centre induction program to ensure a high level of service excellence is upheld by frontline staff.
• Design and deliver training to new and existing staff.
• Conduct competency checks during training to support staff knowledge and provide post-training support and assistance to all staff through coaching and feedback to ensure high client service focus and delivery.
• Assess and report on the outcomes of training sessions to stakeholders.
• Co-ordinate the delivery of specific and tailored training support to address operational skill gaps and learning needs of new and existing staff to build capacity and capability.
• Assist in the development and maintenance of Quality Assurance and Learning and Development products.
• Conduct quality assessments to ensure adherence to practices and processes; monitoring and reporting on the operations and trends of the AFSA Service Centre to stakeholders to drive best practice, and high-quality interactions.
• Through quality assessments identify service delivery issues and skills and knowledge gaps and: 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.
• Provide meaningful feedback, including technical/process guidance and assistance to new and existing staff, to improve the quality of client interactions with the AFSA Service Centre.
• Use sound judgement when managing escalated evaluations and provide accurate and timely information to the Quality Assurance Officers.
• Assist with adhoc risk assessment and risk management activities.
• Respond in a positive and flexible manner to change and uncertainty and effectively communicate and manage priorities. 

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

To be successful in the role, you will demonstrate the following: 

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

• Oversees the outputs of the teams in terms of quality and service delivery providing feedback, coaching and suggestions for process improvements and team development.
• Develops detailed written work instructions, processes and guidelines.

 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.

Legislative Interpretation and Application

• Reads and applies legislative instruments used as the basis of deciding and taking appropriate course of action and identifying pertinent issues.

Qualifications, accreditations, and experience

Certificate IV in Training and Assessment or equivalent experience gained in a Service Centre training environment are highly desirable. Personal Insolvency and/or PPSR knowledge highly desirable or a demonstrated ability to acquire the knowledge quickly.

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.