- Full Time Permanent, hybrid working arrangements on offer
ORGANISATION
Join Lifeline Australia and you will be helping to support the delivery of critical services ensuring that “no person in Australia has to face their toughest moments alone.”
Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.
Lifeline Australia Ltd (LLA) is located in Sydney, with small teams of dedicated staff employed to lead funding and corporate relations activities, and to provide the design, technical infrastructure and governance of services across Lifeline’s member network. LLA recently embarked on an exciting
transformation journey, guided by an ambitious strategic plan.
The 2024-2027 Strategic Plan will see enhancements across services, technology and workforce to bring about better outcomes and a more accessible and flexible support system for help-seekers
ROLE
The Quality Assurance & Capability Advisor is responsible for ensuring consistent quality across the service with a focus on learners undertaking placement shifts.
This role will be exposed to traumatic content in the course of undertaking their duties. It is important and expected that the incumbent engage in proactive and positive mental health practices including accessing tools and services provided by Lifeline Australia to support their health and wellbeing.
RESPONSIBILITIES
- Deliver and maintain readiness, assessment, performance, audit, and calibration frameworks to ensure consistent, high‑quality practice.
- Lead regular calibration sessions and maintain accurate documentation, including decisions, disputes, and version‑controlled updates.
- Provide balanced, constructive coaching to leaders, In Shift Support, and Crisis Supporters, supporting continuous skill development.
- Identify capability gaps and implement targeted uplift initiatives, embedding best practice coaching and quality standards.
- Maintain QA playbooks, guides, and frameworks to support consistency across teams.
- Collaborate with stakeholders to resolve immediate service quality issues and enhance processes, systems, and workflows.
- Monitor compliance with regulatory requirements, internal policies, and standards.
- Conduct risk assessments, root cause analysis, and support incident investigations with corrective and preventive actions.
- Maintain audit‑ready evidence, traceability, and remediation verification.
- Prepare reports highlighting trends, risks, and opportunities for improvement across channels and teams.
- Support ongoing development of readiness checklists, scorecards, rubrics, and evaluation criteria.
- Build strong relationships across leadership, In Shift Support, Crisis Support, and key organisational teams to support cohesive service delivery.
- Operate within governance and RACI frameworks, maintaining decision logs and change controls.
- Uphold high integrity, sound judgement, and discretion when handling sensitive information.
ABOUT YOU
- Previous experience working in a digital mental health service (desirable).
- Previous experience in quality assurance in a high volume contact centre service.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proven experience in the provision of coaching, training, assessment and delivery of feedback.
- Exceptional attention to detail and accuracy.
- Commitment to excellence in service and continuous improvement.
- High levels of emotional intelligence and resilience.
- A commitment to ongoing self-care and personal development.
CULTURE
The team are passionate, supportive & hardworking. They are very driven to reach their goals, so that they can continue to grow and deliver critical support to all Australians at a time when the importance of mental health has never been so prevalent.
EMPLOYEE BENEFITS PACKAGE
- Salary Packaging – being a not-for-profit organisation allows us to offer our employees access to some amazing tax savings through salary packaging.
- Paid Primary Carer Parental Leave – (14 weeks at full pay or 28 weeks at half pay).
- Flexible working – we provide flexibility and support to all employees and encourage work-life balance.
- Employee Assistance Program – access to free counselling sessions for you and your family.
- Beautiful office facilities in central location.
To Apply
Please upload your application and address the selection criteria. Please
note, only applications that are complete will be reviewed, so please ensure
that you complete all sections within the application.
