Impactful Complaints, QA & Compliance Leader

Downer Group; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Training and development

Employee Assistance Program

Perks@Downer

Safety focus

Job summary

Downer Group in Victoria, Melbourne, is seeking a Complaints, QA, Compliance & Training Manager to lead complaints management, quality assurance, compliance and training across the Homes Victoria contract. You will shape safe and compliant service delivery, establish QA frameworks, oversee audits and drive continuous improvement.

You will develop training for staff and partners, monitor compliance, address non-conformances and analyse trends to support governance reporting and contract

Qualifications

• Qualification in quality management, compliance, training, business or a related discipline, or equivalent practical experience.
• Experience leading quality assurance, compliance or audit functions within 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 management

Training program development

Complaints handling

Analytics & reporting

Stakeholder engagement

Education

Quality management or related discipline

Job description

Downer Group in Victoria, Melbourne, is seeking a Complaints, QA, Compliance & Training Manager to lead complaints management, quality assurance, compliance and training across the Homes Victoria contract. You will shape safe and compliant service delivery, establish QA frameworks, oversee audits and drive continuous improvement.

You will develop training for staff and partners, monitor compliance, address non-conformances and analyse trends to support governance reporting and contract