Quality Officer

• Full-time, permanent opportunity
• Flexible hybrid working environment (3 days working from home)
• Diverse role supporting quality service standards
• Grow your skills with comprehensive training and development

Drive quality. Influence improvement. Make a difference.
At EWON, we provide consumers with independent, free, informal dispute resolution services in the energy and water sectors. We strive to achieve fair and reasonable complaint outcomes, and our vision is for all NSW people to have equal and affordable access to energy and water products and services. Joining our team offers a unique career experience in a dynamic and rewarding environment.


About the Role
The Quality Officer supports the ongoing delivery and continuous improvement of EWON’s Quality Framework. The role focuses on reviewing complaint handling practices, assessing case quality and data integrity, identifying trends and improvement opportunities, and supporting consistent, fair and customer-focused dispute resolution outcomes.
Working closely with operational leaders and colleagues across Dispute Resolution, the role provides objective and constructive feedback, contributes to capability uplift, and helps strengthen quality assurance practices, processes and reporting across EWON.


Key Accountabilities

• Undertake quality assurance activities in line with EWON’s Quality Framework, including case reviews, focused reviews and data integrity audits to support consistent and high-quality dispute resolution practices.
• Monitor and analyse complaint management practices, identifying trends, risks and opportunities to improve quality, consistency and customer outcomes across Dispute Resolution.
• Enhance and maintain quality review tools, methodologies and reporting approaches, and prepare review outcomes and reports that support procedural fairness and operational consistency.
• Provide objective and constructive feedback on case management practices, respond to quality-related enquiries, and contribute to capability uplift and quality-focused education initiatives.
• Assist in preparing quality activity reporting, performance analysis and ad hoc reviews that support continuous improvement and informed operational decision-making.

Required Skills and Experience

• Experienced in using analytical tools and techniques for reviewing, assessing and reporting on quality, compliance or operational performance information.
• Experienced in reviewing, analysing and interpreting complex information with strong attention to detail, accuracy and data integrity.
• Excellent written and verbal communication skills, including the ability to provide balanced and constructive feedback.
• Demonstrated ability to work collaboratively and build positive working relationships across teams, while also managing tasks independently in a fast-paced environment with competing priorities.
• Demonstrated professionalism, resilience and adaptability, with effective computer literacy and intermediate Microsoft Office skills.
• Tertiary qualification in a relevant discipline.

What we can offer you

• Flexible hybrid working arrangements.
• Additional leave benefits including birthday leave and 12 days annual sick/carer’s leave.
• Life and salary continuance insurance.
• Ongoing professional development and career growth.
• An exciting wellbeing program.
• Positive culture and high employee engagement.

Applications
If you are ready to take the next step in your career and become part of our dynamic team, then we'd love to hear from you.
To apply, please visit the recruitment portal on our Careers page. Your application should include a:

• current resume
• cover letter outlining why you are interested in the role, and how your skills and experience meet the Essential and Desirable requirements set out above.

To find out more about working at EWON and to view the position description, visit our website: www.ewon.com.au.

Applications close Tuesday 26 May 2026.


EWON Equal Opportunity Statement
At EWON we are committed to an inclusive culture and continue to strive for diverse representation that reflects the communities in which we work, and in which our members operate.
We welcome and encourage applications from all gender identities, disabilities, ages, religions, ethnicities and cultures, and particularly encourage First Nations people to apply.
We provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.

• Applications from agencies will not be considered at this time.
• Please note that only shortlisted applicants will be contacted.