This is a QA & Business Improvement Officer role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - mid level More about the QA & Business Improvement Officer role at NSW Department of Customer Service Quality Assurance and Business Improvement (QABI) Officer Branch and Division: Building Commission NSW - Licensing and Accreditation (L&A) Grade: Clerk Grade 5/6 Term: Temporary - until 31 Dec 2026 (with the possibility for extension or ongoing) Location: Parramatta. We have an exciting opportunity for a motivated and energetic individual to join the Licensing and Accreditation Business Strategic Support team in the role of a Quality Assurance and Business Improvement (QABI) Officer within the Licensing and Accreditation (L&A) division of the Building Commission NSW. As the QABI Officer, you will play a crucial role in providing varied business improvement and quality assurance support to all the teams within the L&A directorate. The team is responsible for bringing consistency in service delivery, minimising risk occurrences and aiding employee capability. In this role, you will undertake a range of responsibilities including: Contribute and maintain the quality assurance framework to ensure consistent approach to quality standards to support six operational teams within L&A. Assist in interpreting, implementing and evaluating the adequacy of quality assurance standards to ensure they are in line with business objectives through consultation with relevant stakeholders. Work closely with the L&A business leaders and Subject Matter Experts (SMEs) to action various quality assurance and business improvement initiatives. Contribute and maintain governance of all procedures, work instructions, guidelines and correspondence templates to ensure adherence to current branding, formatting and document control. Review and update documentation including work instructions and procedures, in consultation with relevant stakeholders to ensure they are fit for purpose and in line with current branding guidelines. Maintain correct document configuration and control procedures for the resources on the L&A SharePoint site. Participate and contribute to various working groups, where appropriate, to identify areas for improvement and address any QA related issues. To be successful in this role, you will have: Deep knowledge of quality assurance principles, framework industry standards Ability to read/ interpret legislation/ Act Demonstrated experience in developing audit procedures, business rules, audit schedules, sampling methodologies, and defining audit scope Exceptional attention to detail and accuracy, ensuring high-quality outputs Proven expertise in conducting high quality reviews and audits that drive meaningful improvements Expertise in producing comprehensive audit reports, including clear insights on findings, trends, and analysis for Leadership to support informed action Extensive experience creating, maintaining, and updating SharePoint site pages to ensure information and resources remain current Problem solving skills to proactively identify issues and implement effective solutions during project delivery or day-to-day operations Ability to identify gaps, risks, and improvement opportunities A growth mindset with a commitment to continuous improvement and elevating performance Self-driven and motivated, with an ability to exercise independent judgement and work autonomously as required Effective planning and prioritising skills to manage competing demands and deliver results What we need from you: An up-to-date CV and a brief cover letter (2 page maximum) outlining how your skills and experience are aligned to the role For enquiries regarding this role, please contact Nupur Sharma at nupur.sharma@customerservice.nsw.gov.au. Salary Grade 0506, with the base salary for this role starting at $99,938 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Afrah Ahmed Saied via afrah.ahmedsaied@customerservice.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, 02 March 2026 (09:59am) Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact afrah.ahmedsaied@customerservice.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 Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Contributing to quality assurance framework Assisting in quality standards evaluation Reviewing documentation Key Strengths ✅ Quality assurance principles Attention to detail Problem-solving skills SharePoint expertise Audit procedures Growth mindset A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
