Compliance, QA & Training Manager – Complaints Lead

Downer EDI Limited; Melbourne; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Training and development

Employee Assistance Program

Perks@Downer

Safety, wellbeing and inclusion

Job summary

Downer EDI Limited in Melbourne is seeking a Complaints, QA, Compliance & Training Manager to lead complaints management, QA, and training across the Homes Victoria contract. You will drive compliant service delivery, coordinate audits and corrective actions, and support ongoing governance reporting.

You will develop training programs for staff and service partners, monitor regulatory and contractual requirements, and champion safety and quality improvements across the team and communities we

Qualifications

• Qualification in quality management, compliance, training, business or related discipline, or equivalent practical experience.
• Experience leading QA, compliance or audit functions in contract-based service delivery environments.
• Proven capability overseeing complaints management processes and corrective action frameworks.
• Experience developing and coordinating training programs for operational teams and subcontractors.
• Strong analytical, reporting and stakeholder engagement skills with a focus on continuous improvement.

Responsibilities

• Lead and coordinate complaints management processes to ensure issues are logged, investigated, resolved and reported in line with contractual requirements.
• Establish and oversee quality assurance frameworks, audits and reviews to assess compliance with service standards and specifications.
• Monitor compliance with contractual, legislative and policy requirements and manage non-conformances and corrective actions to closure.
• Develop and oversee training programs for staff and Service Delivery Partners to support safety, quality and contract capability.
• Analyse trends from complaints, audits and performance data to inform continuous improvement and governance reporting.

Skills

Quality management

Compliance

Training programs

Analytical & reporting

Stakeholder engagement

Job description

Downer EDI Limited in Melbourne is seeking a Complaints, QA, Compliance & Training Manager to lead complaints management, QA, and training across the Homes Victoria contract. You will drive compliant service delivery, coordinate audits and corrective actions, and support ongoing governance reporting.

You will develop training programs for staff and service partners, monitor regulatory and contractual requirements, and champion safety and quality improvements across the team and communities we