Senior QA Lead Opportunity : Full-time temporary role until May 2025 Grade : Service NSW Grade 9/10 Location : Sydney About Service NSW Service NSW makes it easier to access government services for people and businesses across NSW. At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW. Click here to see what we do About the role We are seeking a Senior QA Lead to provide advice and support to improve service quality and deliverables by building and implementing quality business improvement programs, embedding coaching frameworks, and preparing documentation and supporting materials to build employee capability and foster a positive customer experience You will be working with a dynamic, multi-disciplinary team who values diversity of thought and promotes collaboration. We continuously look for ways to improve and we are quick in evolving our way of working. We welcome applicants from a range of disciplines, who have an appetite for a change management and advisory role. The critical requirement is a demonstrated history of achieving business outcomes in a fast-paced and constantly changing environment, often beginning with very limited information. To be successful in this role you will have experience in: Advocating for a culture of quality and continuous improvement while balancing the competing needs and expectations of customers and internal/external stakeholders in a complex environment Determining priorities and managing complex projects by identifying potential risks in a high volume and time pressured environment where inputs and information from multiple internal and external sources are required to complete activities Using speciality knowledge, sound judgement and discretionary skills to make supportable decisions regarding appropriate compliance activities while managing competing priorities and communication effectively with stakeholders Key accountabilities: Design, develop and maintain a service quality framework and communicate requirements for success to relevant teams to ensure consistency in service delivery and business operations Build and maintain collaborative relationships with the Leadership Team and key stakeholders focused on strong engagement, feedback and recognition to efficiently deliver business priorities and improvements in customer services Analyse and translate data insights from service quality observations and feedback into meaningful coaching and support for team members to build capacity and foster a continuous improvement culture Design and develop a coaching and development framework for leaders to facilitate and support constructive coaching conversations with their teams to advocate the benefits of service quality coaching to achieve positive customer service outcomes Lead, manage and develop team capability, through formal and informal development activities to achieve high levels of performance in contemporary quality management techniques, coaching and development practices Undertake qualitative and quantitative research to identify trends and assist identifying business priorities to support the delivery of organisation and government priorities and assist the business in the implementation of customer experience initiatives to ensure solutions and initiatives are customer focused Foster and promote a customer centric design approach to ensure solutions are aimed at improving the customer experience with the agency Undertake projects and corporate initiatives liaising with stakeholders to ensure requirements are discussed and best practice techniques Essential Requirements: Formal qualifications in quality assurance and/or relevant industry experience Experience in developing communication methods and instruments for large-scale change implementation What would be highly regarded, but not essential: E xperience in a ‘big four’ consulting firm When applying you need to: Provide an up-to-date resume that details your experience, and a covering letter that tells us why you think this role is for you. This recruitment activity may also be used to create a talent pool for future ongoing and temporary roles and is valid for a period of up to 18 months. Salary Grade 9/10, with the base salary for this role starting at $122,017 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Amy Vierboom via amy.vierboomcustomerservice.nsw.gov.au. For enquiries relating to the role please contact Sam Paddison via sam.paddisonservice.nsw.gov.au Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday 11 September 2023 at 9:59am Working at Department of Customer Service The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset. Visit our Careers site to find out what it means to work for us. You Belong Here We are committed to diversity, inclusion, and new ways of working. We have 8 million reasons to care and want our employees to represent the communities that we serve. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process , please contact our Diversity, Equity and Inclusion team via amy.vierboomcustomerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process