Manager, Quality & Training

Position Summary

We are looking for a Manager, Quality & Training to lead our quality management system and strengthen the skills of our people. This role owns our policies, procedures and risk management practices, and designs and delivers training so that our staff, community caregiver volunteers and other volunteers consistently deliver services to a high standard.

Key Responsibilities

Quality & Governance

Own and maintain our library of standard operating procedures across all service lines, keeping them current and fit for purpose through regular review cycles.

Maintain our organisational risk register, tracking mitigation actions and escalating significant risks to senior management.

Plan and conduct internal audits of our policies and procedures, and coordinate external and funder audits, managing any resulting action items through to closure.

Investigate service quality issues and translate learnings into improved procedures and controls.

Report regularly on quality, audit and risk matters to senior management.

Training & Competency

Design and deliver onboarding and ongoing training for staff and volunteers, tailored to their roles and the standards expected of them.

Build and maintain a training curriculum covering mandatory, refresherand specialised training, with tracking of completion.

Assess training effectiveness through competency checks, observation and feedback, and refine content accordingly.

Work with other department heads to identify skill gaps in service delivery and address them through targeted training.

Maintain accurate training records to support reporting requirements.

Requirements

5+years of experience in quality management, compliance, or learning & development, ideally in healthcare, eldercare, or the social service sector.

Working knowledge of risk management frameworks and audit processes; experience with social service or charity governance is an advantage.

Experience designing training for non-clinical or paraprofessional teams.

Strong documentation and process-writing skills.

Able to work well across teams and communicate quality and risk matters clearly, while building buy-in rather than acting purely as a compliance function.