Quality Improvement Lead

Scope’s purpose is to create meaningful opportunities for people with disability to belong and thrive. We support people with physical, intellectual and multiple disabilities to achieve their goals. Scope is a registered provider under the NDIS and delivers a range of services including supported independent living, short term accommodation (respite), social connections, lifestyle options, therapy and employment services in over 420 service locations across Victoria and NSW.

Scope has an exciting 12-month fixed term opportunity for an accomplished professional to contribute to our transformation journey across the Quality and Systems domain. You will bring demonstrated experience delivering systems and process design projects across compliance and quality.

Reporting to the Head of Quality Systems and Improvement, this role will own the full lifecycle of the work from design to implementation.

You will deliver a 12-month project that will lead the design, planning, and delivery of an improved feedback and complaints management approach at Scope.

There are specialists in NDIS & Disability to support you as required, so we welcome applications from other industry sectors.

You will enjoy interacting with diverse stakeholders and possess the communication and relationship skills to thrive in a fast paced, diverse and complex environment.

Reporting to the Head of Quality Systems and Improvement, this role is pivotal to ensure design of the systems and processes to capture, manage and provide governance over feedback and complaints at Scope are fit for purpose. This work is a core organisational Strategic priority and Board deliverable for FY 2027. 

Sitting within the Quality Safeguarding and Practice Governance portfolio, this role will lead the design, planning, execution, and delivery of an improved feedback and complaints management approach at Scope.

Your responsibilities will include:

• Policy Review and Redesign and develop accessible complaints information

• Establish Centralised Feedback and Complaints Team

• Redesign complaints management systems to ensure fit for purpose

• Develop training and capability resources, and develop monitoring and reporting and governance oversight.

• Strategic Delivery Focus: Demonstrates the ability to lead complex projects that deliver measurable business value aligned to enterprise priorities which result in new ways of working being embedded as business as usual

• Process and system design: Demonstrated capability to lead the design through to implementation of new systems and processes in complex, highly regulated environments

• Stakeholder Engagement: Demonstrated capability to build trusted relationships across diverse stakeholder groups, communicate with influence, and navigate competing interests to drive outcomes

• Governance and Risk Management: Demonstrated ability to structure governance frameworks, proactively manage risks and issues, and ensure compliance with organisational standards

• Analytical Thinking: Synthesises data and insights to inform decision-making, track benefits, and optimise project performance

• Collaboration and Team Culture: Creates a positive, inclusive team environment that encourages contribution, accountability, and continuous improvement

At Scope, we ‘Celebrate our people’ by rewarding you with access to an exclusive benefits platform.  You will have access to cashback, vouchers, and discounts to over 500 popular retailers covering groceries, fuel, entertainment, wellbeing and so much more. It’s one of the ways we thank our team for the ongoing and valued contribution they make to the lives of the people we support.

View our stance on inclusion, diversity and human rights by visiting our careers page.

Take your career on a journey with Scope and work proactively with us to achieve our purpose!

No Agencies: Whilst we appreciate your interest, we are confident we can find a great candidate without external support.

Take your career on a journey with Scope and work proactively with us to achieve our purpose!

If at any time you require us to adjust our recruitment process to meet your individual needs please email careers@scopeaust.org.au

Please note, successful applicants will be required to hold a NDIS Worker Screening Check Clearance and a Working with Children Check. If you have lived or worked for a continuous period of 12 months or more in another country within the last 10 years, a certified International Police Check from that country or countries will also be required. Please note that the offer will be conditional on meeting these requirements. 

Position Description

Advertised: 14 Sep 2026 AUS Eastern Standard Time
Applications close: 05 Oct 2026 AUS Eastern Daylight Time

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