Quality Assurance Manager (Neutral Bay)

**Department**: Quality Assurance

**Reports To**: Director of Operations

**Job Summary**

The Quality Assurance Manager is a senior position within the Bushey Pty Ltd business, that will lead and oversee the quality assurance function for our Professional and Managed Services business. This pivotal role is responsible for implementing and managing comprehensive quality systems that ensure our services meet and exceed industry standards. The Quality Assurance Manager will play a crucial role in driving continuous improvement across all aspects of our Professional Services’ service delivery within the Bushey brands.

Key responsibilities include developing and maintaining quality assurance policies and procedures, conducting regular audits and assessments, and ensuring compliance with relevant regulations and standards. The Quality Assurance Manager will collaborate closely with various departments to identify areas for improvement, provide training and support to staff, and implement best practices to enhance service quality.

Additionally, the Quality Assurance Manager will monitor performance metrics, analyse data to identify trends and areas for improvement, and report on quality performance to senior management. This role requires a proactive approach to problem-solving, strong leadership skills, and the ability to foster a culture of quality and excellence throughout the Bushey business.

By ensuring the highest standards of quality in everything we do, the Quality Assurance Manager will contribute to the overall success and reputation of our Professional and Managed Services businesses, delivering exceptional value to our clients.

**Key Roles and Responsibilities**

1. **Quality Assurance Systems and Standards**
- Develop, implement, and maintain a QMS aligned with ISO 9001, supporting AI, IT Change, Cybersecurity, and Data Centre services.
- Define governance frameworks, policies, procedures, and templates.
- Continuously refine the QMS, securing stakeholder engagement and adoption.
- Plan and conduct internal audits, document findings, and drive corrective and preventive actions.
- Ensure compliance with ISO 27001, NIST, GDPR, CCPA and other data protection requirements.
- Partner with cybersecurity teams to embed controls and deliver compliance training.

2. **Performance Monitoring and Reporting**
- Define KPIs and quality metrics aligned with business goals and client expectations.
- Build dashboards for real-time visibility.
- Analyse performance trends, prepare management reports, and present insights.
- Identify opportunities for automation through AI.
- Detect non‑conformance, lead root‑cause analysis, and execute corrective and preventive action plans (CAPAs).

3. **Process Optimisation**
- Collaborate across departments to map processes, identify inefficiencies, and prioritise improvements.
- Document workflows, maintain standard operating procedures (SOPs), and keep documentation aligned with ISO standards.
- Provide training to ensure adherence to updated processes.
- Identify automation opportunities using AI agents.

4. **Training and Team Development**
- Deliver training on quality policies, procedures, and tools, supported by guides and learning materials.
- Promote a culture of quality and continuous improvement.
- Mentor team members, share best practices, and build capability across the business.
- Encourage collaboration through cross‑functional improvement initiatives.

5. **Client Satisfaction and Feedback**
- Create structured mechanisms for gathering client feedback through surveys, interviews, Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
- Analyse feedback and embed insights into service improvements.
- Develop strategies to enhance client satisfaction and loyalty.
- Address client concerns promptly, document incidents, and ensure transparent communication.
- Explore opportunities for AI‑driven service automation.

6. **Vendor and Partner Quality Management**
- Assess vendor performance using structured frameworks and regular audits.
- Ensure vendor services meet quality expectations, service-level agreements (SLAs), and compliance standards.
- Maintain preferred vendor lists based on performance.
- Collaborate with partners to improve delivery quality.

7. **Risk and Compliance Management**
- Conduct risk assessments to identify quality‑related vulnerabilities.
- Implement mitigation strategies using Failure Mode and Effects Analysis (FMEA) or Risk Management Frameworks (RMF).
- Stay updated on ISO, regulatory, and legal requirements; update policies accordingly.
- Manage quality incidents, conduct root‑cause analyses, and track preventive actions.

**Key Qualifications and Certifications**

**Educational Qualifications**
- Bachelor’s degree in IT, Business Administration, Quality Management, or a related field
- Master’s or MBA preferred

**Professional Experience**
- 10+ years of experience in a quality management role, ideally in IT qualified and/or man Apply on Kit Job: kitjobau.com/job/3ra9zw