Quality and Capability Advisor

NSW Department of Customer Service; Sydney; Hybrid; AUD 105,000 - 129,000; Full time

Job summary

NSW Department of Customer Service is seeking a Quality and Capability Advisor to enhance service quality, strengthen workforce capability and drive continuous improvement across the department. The role partners with leaders and frontline teams to deliver training, quality assurance activities and data-driven improvements.

You will analyze performance data, develop capability initiatives and report on outcomes, contributing to better customer outcomes and operational efficiency while engaging

Qualifications

• Proven experience in quality assurance, capability uplift and continuous improvement.
• Strong analytical and problem-solving skills, with demonstrated ability to turn insights into action.
• Excellent communication and stakeholder management skills across all levels.
• Customer-focused approach, with the ability to manage competing priorities and deliver quality outcomes.

Responsibilities

• Design, coordinate and deliver training, coaching and capability development initiatives.
• Develop and deliver quality assurance activities, reviews and reporting to improve service delivery and team performance.
• Analyse data to identify trends, risks and opportunities for improvement.
• Build effective relationships and work collaboratively with stakeholders across the business.
• Support continuous improvement projects that enhance customer outcomes and operational efficiency.
• Research emerging issues and provide practical, evidence-based recommendations to support better business outcomes.

Skills

Quality assurance

Capability uplift

Continuous improvement

Analytical skills

Stakeholder management

Communication

Job description

Role Title: Quality and Capability Advisor

Clerk Grade: 7/8

Employment Type: Ongoing

Location: Gosford, Parramatta or Sydney CBD with 2-3 days in-office per week.

About us

The Long Service Corporation (LSC) manages portable long service schemes for the building and construction, contract cleaning and community services industries. We help employers and workers access their long service entitlements while delivering high-quality, customer-focused services across NSW.

Learn more about LSC at Long Service Corporation | NSW Government.

About the role

As the Quality and Capability Advisor, you will use data, insights, and collaboration to enhance service quality, strengthen workforce capability and drive continuous improvement across the department.

This is a varied and rewarding role where you will partner with leaders and frontline teams to:

• Improve service quality and customer outcomes
• Build workforce capability through training design, facilitation and coaching
• Analyse performance data and identify improvement opportunities
• Deliver quality assurance activities and reporting
• Contribute to continuous improvement initiatives across the business

Your responsibilities

• Design, coordinate and deliver training, coaching and capability development initiatives
• Develop and deliver quality assurance activities, reviews and reporting to improve service delivery and team performance
• Analyse data to identify trends, risks and opportunities for improvement
• Build effective relationships and work collaboratively with stakeholders across the business
• Support continuous improvement projects that enhance customer outcomes and operational efficiency
• Research emerging issues and provide practical, evidence-based recommendations to support better business outcomes

To be successful in this role, you will demonstrate

• Proven experience in quality assurance, capability uplift and continuous improvement
• Strong analytical and problem-solving skills, with demonstrated ability to turn insights into action
• Excellent communication and stakeholder management skills across all levels
• A customer-focused approach, with the ability to manage competing priorities and deliver quality outcomes

Closing Date: Tuesday 6th October 2026 at 9:59am

For enquiries relating to this recruitment please contact Lauren Alcorn via [e-mail]

Salary Grade 7/8, with the base salary for this role starting at 116,981 base plus superannuation

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [e-mail].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process