Our participants, Our people, Our purpose

Currently, there are around 5.5 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 717,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

The APS5 NCC Quality Officer role is part of the NCC Quality and Continuous Improvement team of the National Contact Centre Branch. The team serves as a critical support system for Service Officers in the NDIS Contact Centre, helping them deliver high quality, compliant, customer-focused interactions with participants and stakeholders.

Where you can add value

This role sits in the NCC Quality and Continuous Improvement team of the National Contact Centre Branch, part of the NDIA Service Delivery group.

Duties may include, but are not limited to:

• Undertaking complex quality assessments and investigative work.
• Conducting calibration sessions and quality meetings with internal and external key stakeholders.
• Undertaking data entry, reporting and maintaining registers and team documentation.
• Managing, identifying, and responding appropriately when requests and escalations are received from external and internal sources.
• Completing research and trend analysis of quality datasets.
• Working in conjunction with Learning and Development, providing genuine insights, driving NCC improvement.
• Taking inbound calls and webchats and processing emails to maintain proficiency in APS5 level Service Officer tasks.

Enough about us, let’s talk about you

The NCC Quality team serves as a critical support system for Service Officers in the NDIS Contact Centre, helping them deliver high quality, compliant, customer-focused interactions with participants and stakeholders

Do you have a mix of these desirable skills and experiences to bring to the team?:

• Excellent communication and interpersonal skills.
• Capacity to engage constructively and respectfully with individuals of diverse. backgrounds and abilities, to achieve high quality learning outcomes.
• Strong stakeholder management.
• Strong attention to detail.
• Resilience to receiving negative feedback.
• A high-level understanding of the NDIS and the disability sector.
• An understanding of contact centre operating processes.
• A detailed understanding of applying quality assessing systems and processes in a contact centre environment.
• There are no minimum Qualifications required to perform this role however at least 12 months experience working in a Government or complex contact centre quality or operations role is desirable.

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

While this role is ideally performed from QLD-Robina, VIC-Dandenong, ACT-Deakin, WA-Midland, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close Monday 23 June 2025 at 11.30pm (AEST)

If you have any questions, please contact Nicole Moore on 07 5501 6932 or email [email protected]

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 [email protected].

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.