Quality Support

Mō tēnei tūranga | About the role

As a Quality Support Officer, you’ll play a key role in how we manage and learn from feedback across the organisation. You’ll coordinate complaints, incidents and requests for information end-to-end, ensuring they’re recorded, investigated and responded to in a timely, accurate and empathetic way. Working closely with clinical and operational teams, you’ll support reviews, maintain high-quality records in Logiqc, and help identify insights that drive continuous improvement and safer outcomes for tāngata whai ora and whānau.

Ngā haepapa matua | Key responsibilities

• Manage and coordinate feedback including complaints, incidents, compliments and requests for information
• Ensure all feedback is accurately recorded and maintained in the Quality Management System (Logiqc)
• Support the timely review and resolution of feedback in line with policy and legislative requirements
• Liaise with internal teams and external stakeholders to gather information and support investigations
• Prepare clear, accurate and empathetic written responses to complainants and other stakeholders
• Support reporting and audit processes, including maintaining accessible and high-quality records
• Contribute to improving feedback processes and systems across the organisation
• Support a culture of quality, learning and continuous improvement

Ngā hua mōu | What's in it for you

• Enjoy a supportive, hybrid working environment with regular work-from-home days each week
• Be part of a collaborative team working towards better health outcomes for all of Aotearoa
• Benefit from birthday leave and a half-day off every month to prioritise your wellbeing
• Access exclusive discounts with Boost and Samsung

Mōu ake | About you

You’re a clear and empathetic communicator who can work effectively with a range of people, and you understand the importance of culturally safe practice. You bring experience working with complaints or feedback processes, ideally within a health or clinical environment, and you’re confident using systems and picking up new tools quickly. You have strong attention to detail, can manage competing priorities, and take pride in producing accurate, high-quality work. You bring a genuine commitment to Te Tiriti o Waitangi, equity, and improving outcomes for tāngata whai ora.

Ōu wheako ōu mātauranga hoki | Qualifications and Experience

• Experience with complaints management and resolution
• Experience with quality systems, standards and processes in a health setting (preferable)
• Experience working with clinical teams who provide services to tāngata whai ora (preferable)
• Experience working with reporting software

Ōu āheitanga ōu pūkenga hoki | Skills and Competence

• Good technical skills, ability to work with and understand different software packages and AI applications
• Highly developed interpersonal skills and demonstrated ability to communicate and consult with operational leaders, clinical leads and the Quality team
• Excellent process analysis skills
• Effective time management and work prioritisation skills
• A commitment to the diverse cultures of our services users and the needs of priority populations in Aotearoa
• A strong awareness, understanding and application of Te Tiriti O Waitangi

Ō mātou uara | Our values

E kimi ana mātou i ētahi tangata e kaha whakanui i ēnei uara - We are looking for people who align naturally with these values and will champion them

• Mahia te mea tika / Do the right thing
• Hihiri e te kounga / Motivated by quality
• Ngākau nui ki te pai ake / Passion for better
• Pokohiwi ki Pokohiwi / Shoulder to shoulder