Quality & Compliance Support

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. Systems Knowledge Salesforce or equivalent CRM platforms. Job. Ready or equivalent RTO student management systems. Microsoft Office, particularly Excel, Word and Outlook. Quality assurance, compliance and reporting systems. Document and knowledge management platforms. Internal registers, workflow and audit-tracking systems. Ability to learn and adapt to new systems and technologies. 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. Join the A-Team and experience the A-Life!