Lead a high- performing Quality Assurance team and shape the future of service delivery ay Policelink, where you'll be part of a 24/7 contact centre supporting the Queensland Police Service and making a real impact on community safety. The Quality Assurance Coordinator role presents an excellent opportunity for an experienced leader to guide and strengthen the Policelink Quality Assurance function. You will be responsible for leading a high performing team, overseeing quality frameworks, and driving continuous improvement initiatives that align with organisational objectives.

Refer to role description for more information.

Job details

Your key accountabilities

The core capability requirements for this role are:

• Provide leadership, supervision and direction to the quality assurance work unit, managing team HR functions, staff development, performance management, training, resourcing, and workload to ensure a high-performing team.
• Lead and coordinate the development, implementation, maintenance, and review of the Policelink Quality Assurance procedures and process improvements, ensuring alignment with best practices and operational goals.
• Develop and review policies and procedures related to performance standards for Policelink and implement corrective and preventative actions to support quality service delivery and enhance operational efficiency.
• Coordinate and perform quality management and compliance audits across Policelink channels, monitoring adherence to standards and providing actionable recommendations for improvement.
• Provide quality advice and recommendations in the analysis, development, and evaluation of Policelink policy and procedures to drive continuous improvement and ensure alignment with organisational objectives.
• Prepare and present detailed submissions and reports for senior management, providing expertise on the operations of Policelink Quality Assurance and strategic recommendations for service enhancement.
• Liaise, consult, and negotiate with internal clients and external agencies, fostering productive networks and partnerships to ensure the maintenance of highquality systems and processes that optimise service delivery.
• Resolve complex and urgent matters as an escalation point, assessing the situation and determining appropriate remedial actions to mitigate risks and maintain service quality.

Applications to remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 673127 25 - Role Description (Word, 4.81MB)
  
  
  673127 25 - Applicant Guide non-Police (Word, 227KB)