HomeMade
Aged Care
QualitySpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Quality Specialist at HomeMade. Skills: Incident management, Complaint management, Quality assurance, Regulatory compliance. Respond to customer incidents. Investigate customer complaints”
What You'll Achieve.
Achieve timely resolutions; Ensure positive outcomes for customers; Ensure positive outcomes for business; Improve service quality
Industry & Context.
Analytical skills; Problem-solving skills; Proactive approach
What They're Looking For.
Must Have
5+ years Python, 5+ years experience with React, Experience with PostgreSQL
Nice to Have
Master's degree preferred, Kubernetes experience a plus
What You'll Do.
Respond to customer incidents
Investigate customer complaints
Achieve timely resolutions
Follow complaint management processes
Record incidents and complaints
Support staff managing complaints
Prepare formal responses
Prepare responses for escalated complaints
Prepare responses for external bodies
Prepare responses for reportable incidents
Develop mitigation strategies
Close the loop on incidents
Prepare reports on feedback
Prepare reports on complaints
Prepare reports on compliments
Identify process gaps
Identify areas for improvement
Address audit findings
Maintain understanding of standards
Foster a culture of safety
Foster a culture of quality
Foster a culture of open communication
Take on additional quality tasks
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Collaborative relationships
Communication Scope
Interpersonal skills; Communication skills; Written communication
Full Job Description
## Description HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the HomeMade team. About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit https://homemadesupport.com.au/ About the role ## Key Responsibilities Respond to and investigate customer incidents and complaints, working closely with clients, internal teams, and external providers to achieve timely, effective resolutions. Follow best-practice complaint management processes to ensure positive outcomes for customers and the business. Accurately record all incidents and complaints in our management systems. Support HomeMade staff in managing internal complaints prior to escalation. Prepare formal responses for escalated complaints, including those to external bodies and reportable incidents under the Serious Incident Response Scheme (SIRS). Work with the Quality Manager to develop mitigation strategies, close the loop on incidents, and address risk. Prepare regu
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