Job Overview
The Quality Assurance Officer is responsible for ensuring adherence to company policies, procedures, and regulatory standards. This role focuses on service and delivery, emphasizing quality and control through internal audits, risk assessments, and compliance monitoring. The Quality Assurance Officer works closely with all team members, reporting directly to Admin Support Manager to maintain operational efficiency and ensure customer satisfaction.
Key Responsibilities
- Internal Reviews and Audits
- Conduct weekly reviews and audits to ensure compliance procedures are being followed.
- Review Call log audit / Call quality Audit / Teams Chats Audit / Task Allocation Audit / Acknowledgement email audit / Review Admin email audit / Compliance reviews / Completed jobs report monthly audits / Overdue jobs in XPM audit
- Review completed jobs on request from management to evaluate compliance with standards.
2.Risk Management
- Coordinate and conduct internal risk assessments, identifying, assessing, and managing risks.
- Investigate compliance issues and revert with relevant feedback for improvement.
3.Regulatory Adherence
- Ensure all company activities, products, and documentation align with company, state, and federal regulations.
- Report on matters of risk, compliance, and legislation to the board and management.
4.Record and Information Management
- Maintain and update record management systems to ensure accuracy.
- Audit and update client structure charts, postal addresses, and legal job correspondence.
5.Compliance Support
- Assist the team with information requests to complete compliance jobs such as tax returns.
- Arrange and send monthly reminder emails to teams regarding compliance tasks (e.g., Director Penalty Notices).
6.Communication and Coordination
- Reconcile Work in Progress (WIP) group chats across various platforms to ensure all tasks are actioned.
- Coordinate and attend meetings with the Operations Officer to discuss compliance matters.
7.Quality Control and Compliance
- Monitor work outputs, service delivery, completed jobs and supporting documentation to confirm compliance with approved procedures, quality standards and management requirements.
- Document quality - control findings, identify recurring errors or process gaps and recommend corrective and preventive actions.
- Follow up agreed corrective actions and escalate items or repeated non-compliance to the Chief Administrators and Management
Key Performance Indicators (KPIs) for Quality Assurance Officer
1. Internal Reviews and Audits
Objective: Ensure compliance with company policies, procedures, and regulatory standards.
KPI:
- 100% completion of scheduled internal reviews and audits per quarter.
- Identify and report at least 90% of non-compliance issues during audits.
- Provide corrective action plans for at least 95% of compliance discrepancies within 7 working days.
2. Risk Management
Objective: Identify, assess, and manage risks effectively.
KPI:
- Conduct quarterly risk assessments covering all operational areas.
- Ensure 100% resolution of compliance issues within stipulated timelines.
- Provide recommendations that reduce identified risks by at least 20% annually.
3. Regulatory Adherence
Objective: Ensure adherence to all regulatory requirements and industry standards.
KPI:
- 100% compliance with company policies, federal and state regulations.
- No regulatory fines or penalties due to non-compliance.
- Submission of compliance reports to management within agreed deadlines 100% of the time.
4. Record and Information Management
Objective: Maintain accurate and up-to-date compliance records.
KPI:
- Ensure 100% accuracy in client records, structure charts, and compliance documents.
- Complete monthly reviews and updates of key compliance documentation.
- Reduce errors in compliance documentation by at least 10% annually.
5. Compliance Support
Objective: Assist internal teams in meeting compliance requirements.
KPI:
- Respond to 100% of compliance-related inquiries within 24 hours.
- Provide 100% assistance in completing compliance jobs within deadlines.
- Maintain a 98% satisfaction rating from internal teams regarding compliance support.
6. Communication and Coordination
Objective: Ensure seamless communication regarding compliance matters.
KPI:
- Reconcile Work In Progress (WIP) group chats daily with zero outstanding compliance tasks.
- Attend and document 100% of scheduled compliance meetings.
- Send monthly compliance reminder emails with 100% accuracy and timeliness.
7.Quality Control and Compliance Monitoring Objective:
Objective: Verify that work outputs and operational processes meet approved quality and compliance requirements.
KPI:
-Complete scheduled quality-control checks within agreed reporting periods.
-Record findings and issue corrective-action recommendations for identified quality or compliance gaps.
-Track corrective actions to closure and escalate repeated or material non-compliance promptly.
Overall Performance Rating Scale:
1 - Needs Improvement (Below 70%)
2 - Developing (70-79%)
3 - Meets Expectations (80-89%)
4 - Exceeds Expectations (90-99%)
5 - Outstanding (100%)
Minimum Qualifications Requirement:
Diploma in business administration, accounting, compliance, risk management, or a related field with 1–3 years of experience in a compliance, audit, risk management, or administrative role.
Salary Range: AUD $1,300 - $1,900 per month.
Skills and Requirements
- Attention to Detail: Strong focus on ensuring compliance procedures is consistently followed.
- Administrative Skills: Advanced administrative abilities to handle compliance processes.
- Experience: 1-3 years of experience in a similar role.
- Communication: High proficiency in written and verbal communication.
- Organizational Skills: Extensive ability to prioritize and manage multiple tasks.
- Technology Proficiency: Proficient in Microsoft Office Suite, including Outlook, Word, and Excel, with experience using Xero Practice Manager (XPM) and FYI.
- Reliability: Trustworthy and dependable in executing assigned duties.
