About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. The Role As HomeMade grows and scales, we are looking for a Quality Specialist to join our Quality and Safeguarding team. The Quality Specialist will help deliver high‑quality services and support to HomeMade customers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies. The role is also an integral part of the internal audit function. Responsibilities Respond to and investigate customer incidents and complaints, working closely with clients, internal teams, and external providers to achieve timely, effective resolutions. Follow best‑practice complaint management processes to ensure positive outcomes for customers and the business. Accurately record all incidents and complaints in our management systems. Support HomeMade staff in managing internal complaints prior to escalation. Prepare formal responses for escalated complaints, including those to external bodies and reportable incidents under the Serious Incident Response Scheme (SIRS). Work with the Quality Manager to develop mitigation strategies, close the loop on incidents, and address risk. Prepare regular reports and insights on feedback, complaints, and compliments. Identify and escalating process gaps or areas for improvement. Conduct regular file and phone audits in line with our internal schedule. Assist in addressing audit findings through cross‑functional collaboration. Maintain a strong understanding of Quality and Strengthened Standards to support compliance. Foster a culture of safety, quality, and open communication through strong, collaborative relationships. Take on additional quality‑related tasks as directed by the Quality Manager. Qualifications Experience in Social Work, Health Sciences, Public Administration, or a related field (highly regarded but not essential). Exposure to incident and complaint management in Aged Care, NDIS, or similar healthcare environments. Understanding of how internal audits contribute to continuous improvement and service quality. Familiarity with, or willingness to learn, regulatory frameworks and quality standards in the Aged Care sector. Strong analytical and problem‑solving skills with a proactive approach to implementing solutions. Excellent interpersonal and communication skills to engage professionally across diverse stakeholders. Strong written communication skills with attention to tone, clarity, and accuracy. Proven ability to work independently, manage competing priorities, and meet tight deadlines. Collaborative mindset, able to support team members and share responsibilities. High integrity and discretion, with a strong commitment to ethical practice. Emotionally resilient and comfortable working with sensitive subject matter. Meticulous attention to detail, a customer‑first mindset, and a passion for continuous improvement. Benefits Learn from industry experts, experienced leaders, and on‑the‑job opportunities. Parental leave – 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. Hybrid workplace with flexible in‑office and remote work. Flexi Leave Days – one extra paid leave day per quarter. Floating public holiday to recognise a significant day your way. Reward and recognition program celebrating wins and recognising great performance. We celebrate diversity and welcome all people, regardless of family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. #J-18808-Ljbffr