Scheme Services Quality Officer

_{12th November, 2026}

WHAT YOU'LL BE DOING
As the Scheme Services Quality Officer, you will be part of a team conducting end-to-end process reviews to assess compliance with approved procedures, internal policies and regulatory requirements.
  
You will:

• Review employee and employer interactions, including recorded calls, to evaluate compliance with quality standards, disclosure obligations and stakeholder outcome expectations
• Identify weaknesses, process gaps and emerging risk trends through quality reviews, and document findings clearly with supporting evidence
• Deliver timely, independent and constructive feedback to stakeholders, including practical recommendations to remediate issues and strengthen effectiveness
• Monitor and track agreed corrective actions to ensure timely completion, assess the effectiveness of remediation and contribute to continuous improvement of administrative practices.
• Contribute to reporting, management information and relevant forums by providing accurate insights on quality related matters

There are two opportunities available: one permanent and one contract role, both based in Newcastle.

WHY WORK WITH US?
As a Commonwealth Government entity that manages portable long service leave, we are proud of the difference we make in the lives of hardworking Australians. By connecting employees in the black coal mining industry to their long service leave entitlements, we’re giving back life’s most precious gift: time. We believe in our purpose, are focused on our strategic goals, and are committed to serving the beneficiaries of the Scheme, industry employers and strengthening industry partnerships.

What we offer: 

• We’re a dedicated team of professionals who deliver meaningful, purpose driven work in a supportive and inclusive workplace culture built on values of trust, openness, respect, care and honesty.
• Our hybrid working model and compressed hours enable you to balance your career and lifestyle, giving you the time to grow, excel and do what you love.
• Located in the progressive and vibrant city of Newcastle, our contemporary workplace provides you with a space to connect and collaborate with colleagues, while also enabling you to balance work–life commitments.

We want our people to live their best lives while working with us. To find out more about our great employee benefits and what it’s like to be part of the team, reach out to our friendly talent acquisition team at careers@coallsl.com.au

WHAT YOU'LL BRING
To be successful in the role of Scheme Services Quality Officer, you will have previous experience in a quality, compliance or continuous improvement role. You’ll bring the ability to assess processes, identify risks and opportunities and support the implementation of effective improvements. Experience in a regulated environment will be highly regarded.
  
Your background will demonstrate your:

• Proven ability to conduct process reviews and call quality evaluations, identify gaps and trends and assess the effectiveness of controls and processes
• High level of accuracy and diligence when reviewing processes, documentation and client interactions to ensure adherence to policies and regulatory requirements
• Strong written and verbal communication skills, with the ability to deliver clear, objective and constructive feedback, including well-articulated findings and actionable recommendations to stakeholders
• Experience in identifying improvement opportunities and contributing to enhanced risk management practices, quality outcomes and compliance standards

You will have a tertiary qualification in a relevant discipline, such as Business, Assurance or equivalent experience.
  
If you meet most of the criteria above and are keen to grow in others, we would like to hear from you.
  
If this sounds like you, apply now.

HOW TO APPLY
There are two opportunities available: one permanent and one contract role, both based in Newcastle. Please indicate in your cover letter if you have a preference for the permanent or contract opportunity.
  
To apply, please submit your resume and a cover letter of no more than 800 words, outlining your interest in the role and the value you could bring.
  
Your cover letter should address your:

• Experience in quality assurance, compliance and risk identification
• Strong communication and stakeholder engagement skills
• Ability to identify and drive continuous improvement
• Preference for the permanent or contract opportunity, or indicate if you are open to both

Applications close midday on 26 November 2026.
  
Australian citizenship, residency or working rights is a prerequisite for this role.
  
Applications are open to all qualified candidates regardless of their background, identity, experiences and beliefs. Please connect with us at any time during the process for a confidential conversation regarding your application, including if you require any adjustments or considerations in order to participate fully in our recruitment process.
  
Contact us at careers@coallsl.com.au.
  
The successful applicant for this role will be required to undergo working rights checks, background checks including a police check, and other assessments as required.