Quality & Compliance Support

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 520,000 - 700,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

AIPI Acquire Intelligence Philippines Inc. is seeking a Quality & Compliance Support – Operations to reinforce QA, compliance and self-assurance across RTO-related processes.

The role offers hands-on operational support to sustain service delivery and business continuity, reporting to the Compliance Manager and Head of Operations. You will conduct reviews, identify process gaps, manage corrective actions and contribute to continuous improvement within Student Experience Operations and related

Qualifications

• Experience in quality assurance, compliance, auditing within an operational environment.
• Strong attention to detail with analytical mindset.
• Ability to document findings and support corrective actions.

Responsibilities

• Conduct regular quality and compliance reviews across operational activities, student records, transactions and documentation.
• Identify errors, gaps, risks and potential non-compliance; escalate where needed.
• Maintain audit-ready evidence and documentation in accordance with organisational requirements.
• Support self-assurance activities by reviewing whether practices meet required outcomes.
• Assist in developing and implementing corrective and preventative actions and follow-up on actions.

Skills

Quality Assurance

Compliance

Auditing

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! QUALITY & COMPLIANCE SUPPORT - OPERATIONS

Objective of Role: The Quality & Compliance Support – Operations is responsible for supporting the organisation’s quality assurance, compliance and self‑assurance activities within the RTO environment. The role contributes to the identification, investigation and management of quality issues, operational errors, compliance risks and process gaps, ensuring appropriate corrective actions are identified, documented and followed through. The role supports the maintenance of regulatory and organisational requirements by conducting quality and compliance reviews, maintaining appropriate evidence and records, monitoring corrective actions, and contributing to continuous improvement across operational processes. In addition to its primary quality and compliance responsibilities, the role provides hands‑on operational support where required to maintain service delivery and business continuity.

Reporting structure:

• Reports to the Compliance Manager, Head of Operations and the Student Experience Senior Team Leader
• Direct Reports: None

Responsibilities of role

Quality & Compliance Responsibilities

Conduct regular quality and compliance reviews across relevant operational activities, student records, transactions, processes and documentation.

Identify errors, inconsistencies, process gaps, potential non‑compliance and areas of operational risk.

Assess identified issues to determine the nature, significance and potential impact of the finding.

Escalate material, recurring or potentially significant compliance issues to the appropriate operational leader.

Maintain accurate records of quality and compliance findings, supporting evidence, actions and outcomes.

Monitor compliance with RTO policies, procedures, internal controls and applicable regulatory requirements.

Support self‑assurance activities by reviewing whether operational practices are achieving required quality and compliance outcomes.

Assist with the identification and documentation of root causes where errors or non‑compliance are identified.

Support the development and implementation of corrective and preventative actions.

Follow up outstanding corrective actions and verify that agreed actions have been appropriately completed.

Identify recurring issues and trends that may indicate broader process or system weaknesses.

Maintain audit‑ready evidence and documentation in accordance with organisational requirements.

Audit & Assurance

Participate in scheduled internal audits, quality reviews and compliance monitoring activities.

Review evidence for completeness, accuracy, consistency and compliance with applicable requirements.

Assist with audit preparation and evidence collation.

Maintain appropriate audit records, findings and action registers.

Support the monitoring and closure of audit findings and corrective actions.

Contribute to regular self‑assurance activities and provide relevant findings and observations to operational leadership.

Assist in validating that corrective actions have addressed the underlying issue rather than only the immediate error.

Operational Responsibilities

Monitor operational practices where required to identify potential quality, compliance or service risks.

Work with operational teams to clarify process requirements and address identified issues.

Assist with operational investigations where quality, compliance or process concerns have been identified.

Support operational leaders with quality‑related reporting, reviews and follow‑up activities.

Contribute to maintaining consistent service and administrative standards across Student Experience Operations.

Operational Support

Actively contribute to day‑to‑day operational activities where business priorities require.

Provide hands‑on support across Student Experience Operations where appropriately trained and capable.

Assist with frontline operational activities, administration, workflow management or other assigned tasks.

Maintain required service levels and quality standards while undertaking operational support activities.

Balance operational support requirements with scheduled quality, compliance and assurance activities.

Continuous Improvement

Identify opportunities to improve processes, controls, documentation and service delivery.

Analyse quality and compliance findings to identify recurring themes and systemic issues.

Recommend practical improvements to reduce errors, strengthen controls and improve operational consistency.

Contribute to the review and development of policies, procedures, process guides and knowledge resources.

Participate in continuous improvement initiatives arising from quality reviews, audits, student feedback, operational trends or identified risks.

Support the implementation and monitoring of agreed process improvements.

Reporting & Documentation

Prepare accurate quality, compliance and operational reports as required.

Maintain quality and compliance registers, action logs and supporting documentation.

Provide clear summaries of findings, trends, risks and outstanding actions to operational leadership.

Ensure quality and compliance records are accurate, current and appropriately maintained.

Maintain confidentiality and appropriate handling of sensitive student and organisational information.

Cross‑Functional Support

Work collaboratively with Student Services, Admissions, Student Resolution, Student Accounts, Service Training and other relevant functions.

Provide practical guidance to operational teams regarding approved processes and quality requirements.

Partner with Team Leaders and operational leaders to address identified issues and implement corrective actions.

Support cross‑functional quality reviews and improvement initiatives.

Promote consistent application of processes and shared accountability for quality and compliance.

Experience / Skill Level Required

Experience in quality assurance, compliance, auditing, RTO operations, student services, education administration or a related operational environment. Experience reviewing records, transactions, processes or customer/student interactions against defined requirements. Understanding of quality assurance, compliance and self‑assurance principles within an RTO environment. Experience identifying errors, process gaps, risks and potential non‑compliance. Experience documenting findings and supporting corrective or preventative actions. Experience working with reports, data, registers and supporting evidence. Previous experience within the Australian vocational education and training sector is highly desirable. Knowledge of the Australian RTO regulatory environment and relevant standards is desirable. Aptitude & Interpersonal Skills Strong attention to detail and accuracy. Analytical and methodical approach to reviewing information and identifying issues. Ability to distinguish isolated errors from recurring or systemic issues. Strong written and verbal communication skills. Ability to communicate findings objectively and professionally. Sound judgement when assessing risks and determining appropriate escalation. Strong organisational and time‑management skills. Ability to manage competing quality, compliance and operational priorities. High level of integrity, accountability and confidentiality. Collaborative approach with the ability to work constructively with operational teams. Comfortable providing constructive feedback and challenging processes where appropriate. Adaptable and able to work effectively in a changing operational environment.

Key Performance Measures

Key Performance Measure How It Will Be Measured

Quality Reviews Assigned quality and compliance reviews completed accurately and within required timeframes

Compliance Monitoring Identified compliance risks, errors and process gaps accurately documented and appropriately escalated

Audit & Self‑Assurance Scheduled audits and assurance activities completed in accordance with the approved program

Corrective Actions Findings and corrective actions accurately recorded, monitored and followed through to completion

Audit Evidence Required evidence and documentation maintained accurately and in an audit‑ready state

Reporting Quality, compliance and operational reporting completed accurately and within required timeframes

Risk Identification Recurring issues, systemic risks and significant findings identified and escalated appropriately

Operational Support Assigned operational activities completed within agreed service levels and quality standards

Continuous Improvement Practical improvements identified and contributed to through quality and compliance findings

Company Values & WHS 100% compliance with organisational values, policies and WHS requirements

Operational Flexibility

The Quality & Compliance Support – Operations is expected to balance its primary quality and compliance responsibilities with active operational contribution. The role is expected to provide hands‑on operational support where required, particularly during periods of increased workload, workforce shortages, changing priorities or business‑critical activities. Operational support forms part of the normal responsibilities of the position where the employee has the appropriate capability and training. Quality, compliance, regulatory requirements and the integrity of assurance activities must be maintained when undertaking operational responsibilities.

Company Values

The employee is expected to demonstrate the organisation’s values through integrity, accountability, professionalism, collaboration, respect and a consistent commitment to quality, compliance and positive student outcomes.

Acquire Intelligence is an award‑winning, global business outsourcer with 10,000 staff and over 16‑years’ experience in delivering intelligent contact center and back‑office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real‑life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in‑house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work‑from‑Home environments, where client‑permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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