Quality Assurance Manager

Transcription

1 ROLE DESCRIPTION Role Title: Department: Reports to (title): Quality Assurance Officer Quality Assurance Quality Assurance Manager Organisational Environment MADEC is a community based non-profit company dedicated to servicing the Sunraysia, Mid Murray, Murray Darling, Riverland, Murraylands, Kadina/Clare and Adelaide South regions. As an innovative and responsive community business MADEC will meet the needs and aspirations of individuals and communities through premium provision of community education, training, employment and enterprise services. MADEC operates as a multi-site service provider within Job Services Australia, managing an Education, Employment Services Contract which delivers employment/educational outcomes for defined client groups in accordance with guidelines set down by the Department of Education, Department of Employment. Primary Purpose of Role Provide high level administrative support, coordinate and conduct internal audits to ensure compliance with contractual obligations and support staff to continually improve the Integrated Management Systems. The Integrated Management System includes ISO 9001 Quality Management Systems (certified), Occupational Health Safety and Environmental Management Systems; these systems ensure compliance to all regulatory and contract requirements. Direct Reports to this Role Nil Total Number of Reports Nil Key Relationships Internal Quality Assurance Manager MADEC staff across all departments. External Auditors HR/PD/074 PD Quality Assurance Officer Date of Issue: 14/03/2014 Page 1 of 6

2 Key Responsibilities/ Accountabilities: Provide high level administrative support to the Quality Assurance Manager for the continual improvement of the Integrated Management Systems that meet the needs of MADEC and its key stakeholder groups including the Department of Employment and Australian Skills Quality Authority. Deliver high standard support services in a professional and effective manner to both internal and external stakeholders. Conduct internal audits to ensure compliance with contractual obligations. Develop annual internal audit schedule compliant with organisational requirements and ensure audits are completed and continuous improvement opportunities are identified. Sound knowledge of ISO 9001 Quality Management Systems, ISO Environmental Management Systems and AS 4801 Occupational Health and Safety Systems, Job Service Australia (JSA) Quality Assurance Framework, Standards for NVR Registered Training Organisations and Disability Services Standards.. Prepare reports including survey results and correspondence as required for the Integrated Management System in relation to assigned/funding requirements. The incumbent must have a high level of independence in their day to day work and is a source of advice to MADEC staff regarding the Integrated Management System. The incumbent must be able to achieve results by operating effectively within complex organisational structures and environment. Assist in developing policies, procedures, work instructions and standard operating procedures within the work area consistent with Quality Assurance guidelines. Maintain the electronic management system reporting tool TRACK and ensure Non-conformance Reports and Corrective Actions are actioned and verified in the appropriate timeframe. Ensure familiarity with Acts and Regulations e.g. Freedom of Information Act, Privacy Act, Anti-discrimination Act, OH&S Act. Adhere to and cooperate with all MADEC Quality, Health Safety and Environmental policies and procedures. The incumbent must have a current driver s licence. Other duties as required. General Contribute to the achievement of the goals as outlined in the Strategic Plan and the overall objectives of the organisation. Participate in staff appraisal/professional development review process and least annually. Participate in the Integrated Management System by assisting with monitoring and evaluating of activities and mechanisms, identifying opportunities for improvement and correcting problems to improve customer service. Adhere to MADEC s policies and procedures and Code of Conduct for employees. Complying with OH&S, WorkCover and EEO requirements by supporting the overall Quality and Safety Management System to provide a safe and healthy work environment, free from sexual harassment and discrimination. HR/PD/074 PD Quality Assurance Officer Date of Issue: 14/03/2014 Page 2 of 6

3 Comply with MADEC s Environmental Management System (EMS) by committing to the continuous improvement of our environmental performance by implementing measures to ensure avoidance of environmental harm and minimization of impacts. Qualifications and Experience: A support work style that recognises diversity and create a supportive and encouraging Experience: team environment. Internal Auditing of Integrated Management Systems. Experience in managing multiple priorities and produce high quality work within timeframes. Demonstrated customer service and capacity to build relationships in the workplace. Designing complex documents, databases and spreadsheets. Organising work schedules and meetings. Sound knowledge of ISO 9001 Quality Management Systems. Knowledge of Job Services Australia Quality Standards, Standards for NVR Registered Training Organisations and National Standards for Disability Services (or similar Standards). Actively participate in coaching and mentoring sessions to improve standards of service provision. Skills: The QAO will be a lateral thinker willing to play a pro-active role as the key support person for the Quality Assurance Manager. Being resilient, able to work under pressure and possessing the ability to think through situations and present solutions instead of problems. The person must be dedicated to task completion and the application of professional support skills, well organised, self-motivated and able to use their own initiative. Have the ability to coordinate daily tasks around unplanned activities that become priority. Performance to the highest level of confidentiality and corporate ethos is a requirement. Well developed interpersonal, oral and written communication skills, sound knowledge of spelling and grammar, ability to comprehend and deal appropriately with confidential information. Willingness and capacity to learn on a continuous basis. Ability to proofread and edit documents. Ability to work under pressure and possess excellent time management skills. Qualifications: Relevant qualification in business related discipline such as Management, Quality Management or similar would be desirable. Internal Auditor Quality Management Systems. Certificate IV in Training and Assessment is desirable or willing to obtain this qualification. HR/PD/074 PD Quality Assurance Officer Date of Issue: 14/03/2014 Page 3 of 6

4 Key Performance Indicators: Develop and conduct all assigned Internal Audits within the allocated scheduled timeframe. Provide staff education in the value of client / student/ employer feedback and increase feedback. Provide staff education on Continuous Improvement and the usage of TRACK and increase Opportunities for Improvement raised. Monitor TRACK and ensure reports are closed out and verified by the target date. Ensure all documentation developed is of high standard and is compliant with document control procedures. Personal Attributes: Well-developed interpersonal, oral and written communication skills, sound knowledge of spelling and grammar, ability to comprehend and deal appropriately with confidential information. The position requires an experienced multi-skilled, well organised and self-motivated person who can use their own initiatives and apply their experience with minimum supervision. An active interest in community/business affairs. Willingness and capacity to learn on a continuous basis. Ability to apply skills and knowledge outside the confines of the major role, exercise initiative and adapt to changing demands. Able to work effectively both autonomously and as a team member. An understanding of and commitment to quality and customer service. Maintain professional and appropriate presentation at all times. HR/PD/074 PD Quality Assurance Officer Date of Issue: 14/03/2014 Page 4 of 6

5 At MADEC We Value Trust, Honesty and Accountability The upholding of trust, honesty and individual and organisational accountability in all us do and say. Walks the talk Shows respect Is transparent Is accountable Communicates consistently, honestly, constructively and with good intent. Recognise, give credit to and respect our people for their contributions. Dignity and Respect The right of each and every person to be treated with respect and dignity. Supports team members and colleagues Builds relationships Energises others Treats colleagues and subordinates in a fair and equitable manner. Build relationships across the organisation. Relates easily with a wide range of diverse people Community The spirit and ethos of community development and community well being. Community focus Looks for opportunities to strengthen the communities we operate in. Initiative and Creativity The initiative and creative potential of individuals and the contribution they can make to MADEC. Open to new ideas Shows initiative Adaptive Open to new ideas and processes Collaborate on changes and support ideas of others. Growth and Development The professional growth and development of board members, management and staff that will enhance their skills, knowledge and experience. Creates a picture of success Develops and coaches others Provides service, knowledge and experience to others. Provides a culture that supports continual learning. HR/PD/074 PD Quality Assurance Officer Date of Issue: 14/03/2014 Page 5 of 6

6 Quality and Continuous Improvement The development and delivery of high quality services to our clients and customers through continuous improvement and organisational development processes. Understands the business Seeks opportunities for business benefit Thinks analytically Understands how the department works and contributes to business success Challenges the status quo Continually reviews processes to ensure best practice. Thinks conceptually Economic, Social and Environmental Sustainability The principles and practices of economic, social and environmental sustainability. Understands the business Seeks opportunities for business benefit Thinks analytically Thinks conceptually Seeks opportunities to improve, quality and efficiency, safety, health and the environment Ensure safe working environment for employees by actively resolving safety issue in a timely manner. Being mindful of the use of resources Approved by: Name Deanne Davis Position Title Quality Assurance Manager Date 14/03/2014 Employee Acknowledgement: Name Signature Date HR/PD/074 PD Quality Assurance Officer Date of Issue: 14/03/2014 Page 6 of 6