Quality Reporting & Systems Specialist - contract

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

The Quality Reporting & Systems Specialist focuses on measuring and reporting on the effectiveness and insights of AFCA's Quality Framework. This role is the custodian of quality assurance data and responsible for the overall data integrity for the systems and processes supporting the Quality Framework. This position will be responsible for providing the organisation with accurate and timely reports, as well as insights from data related to quality processes and to drive continuous improvement. Due to the Enhancing Quality Project, AFCA is seeking a Quality reporting & system specialist for a 6-month contract. 

Typically, in this role you will: 

• Prepare and analyse complex data.
• Identify trends and patterns in the data in relation to quality management processes.
• Develop, maintain, and manage advanced reporting, analytics, dashboards, and other BI solutions using SQL and Power BI.
• Provide Insights and Recommendations using data in a visually impactful way.
• Provide the Quality function with insights and recommendations to improve the quality processes.
• Present and explain Quality insights to key stakeholders, including technical and non-technical stakeholders, and senior leadership team.
• Engage effectively with all levels of management, decision makers and key stakeholders. 
• Drive continued improvements and automation of regular reporting products and processes.
• Apply project management skills in managing projects.
• Utilise Agile project management methodologies.
• Collaborate with functional and technical staff to coordinate data and reporting requirements.

• Experience with Power BI for creating interactive dashboards and reports.
• Proficiency in SQL for data extraction, transformation, and analysis.
• Knowledge of Quality Frameworks and processes. 
• Operational & Business Engagement experience is desireable 
• Strong analytical and numerical skills, with exceptional attention to detail.
• Ability to engage and present information to a wide variety of stakeholders.
• Demonstrated experience/maturity to handle confidential and sensitive information.
• Solutions oriented and always looking to improve and better the experience for our people.
• High level of numerical skills, with a proven capability to research, analyse and interpret large sets of data and information

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 
• Accredited as a Family Friendly Workplace 
• Hybrid working from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing. We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you. 
• Progressive and inclusive leave entitlements, including flexible public holiday leave, women’s health leave, 18 weeks paid parental leave, sorry business leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development. 
• Not For Profit salary packaging benefits. 

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

To apply:

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion.

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply.

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.