Service Quality and Assurance Officer

Transport for NSW; Sydney; Hybrid; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Flexible work options

Hybrid work arrangement

Job summary

Transport for NSW is seeking a QA inspector to support Sydney Metro’s quality assurance across stations and trains. You’ll assess operator performance, collect evidence, and report on service quality to drive customer satisfaction.

The role emphasises collaboration with operators, escalation of non-conformances, and the implementation of continuous improvements in a dynamic public transport environment. A flexible work pattern including hybrid arrangements is available.

Qualifications

• Customer-facing operational experience in rail, public transport, station operations or similar environments.
• Ability to assess service standards and make evidence-based decisions.
• Strong interpersonal skills and emotional intelligence for challenging conversations.

Responsibilities

• Assess contracted operators against contractual standards and publish findings.
• Conduct inspections across Sydney Metro stations and trains.
• Capture evidence-based findings and develop quarterly inspection plans.
• Provide reporting to support service quality and customer satisfaction outcomes.
• Evaluate service quality in a complex operational environment and ensure standards are met.
• Escalate non-conformances and contribute to network-wide continuous improvement.
• Collaborate with operators to meet customer and contractual expectations.

Skills

Communication

Problem-solving

Empathy

Conflict resolution

Attention to detail

Job description

You want to create a supportive culture where people perform and grow beyond their job.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you’ll:

be working as part of a team delivering independent quality assurance and performance assessments across the Sydney Metro network.

This role will see you assess the performance of contracted operators against contractual standards, undertake inspections across stations and trains, capture evidence-based findings, develop quarterly inspection plans, and provide reporting that supports service quality and customer satisfaction outcomes.

You will evaluate and verify service quality outcomes in a complex operational environment, ensuring cleanliness, station and train presentation, environmental standards, and contractual obligations are consistently achieved.

You’ll also work closely with operators, identify and **escalate** non-conformances, and contribute to continuous improvement across the network.

For more information on this position and business unit, view the role description and information pack.

Please respond to the qualifying question in the application in lieu of a cover letter.

About you

Your customer-facing operational experience formed across rail, public transport, station operations, customer service, facilities, compliance, or similar environments will see you excel in assessing service standards, making evidence-based decisions, and ensuring customers receive a high-quality experience every day.

You’re recognised as a mature, emotionally intelligent and collaborative professional, skilled at building positive relationships with people from all walks of life and confidently navigating challenging conversations when required. Experienced in station, transport or customer operations environments, you understand the mechanics of train and station operations, the importance of customer experience, and how quality outcomes are delivered on the ground.

You bring strong attention to detail, sound judgement, and the ability to apply fair and defensible assessment methodologies while maintaining accurate records and managing large volumes of information.

Confident using digital tools and reporting systems, you can clearly communicate findings, provide practical insights, and support operators to meet customer and contractual expectations.

This is an excellent opportunity for someone looking to build a long-term career in public transport while maintaining a healthy work-life balance.

The role offers flexible start and finish times in line with award provisions and a hybrid working arrangement, splitting your time between working from home and conducting inspections across Sydney Metro stations and trains.

We’re looking for an absolute team player who enjoys being out in the field, values customer outcomes, and takes pride in helping deliver safe, clean and welcoming environments for the travelling public.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Sydney Metro delivers Australia’s biggest public transport project and first driverless railway. We engage with our customers and community, and contribute to vibrant and attractive places through station design, interchanges and precincts.

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

Flexible work optionsmay be available. Learn more viaFlexible work options and policy

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.