Quality Lead (Dispute Resolution)

Quality Lead Energy and Water Ombudsman (Victoria)Hybrid, Melbourne VICFull time | PermanentAre you a natural problem-solver with a sharp eye for detail and a passion for raising the bar on quality?Do you enjoy analysing data, uncovering trends and turning insights into practical improvements that help people and teams excel?Are you ready to lead quality assurance and continuous improvement initiatives that strengthen fairness, capability and service excellence across EWOV?If the answer is yes – then WE NEED YOU!We are looking for someone with experience in external dispute resolution (EDR) principles and practices and in conducting quality assurance. This is a unique opportunity to join our extraordinary and close-knit team.Who we areThe Energy and Water Ombudsman (Victoria) (EWOV) is a not-for-profit, independent and impartial dispute resolution service. We proudly provide Victorian energy and water consumers with free, accessible, and informal dispute resolution. Find out more about who we are and what we do here.Your new role and teamThe Dispute Resolution team receives and resolves complaints from consumers about electricity, gas and water providers. We apply a fair and reasonable approach to all our work to ensure we are accessible, independent, fair, accountable, efficient and effective. The Quality Lead is responsible for the operation of EWOV’s Quality Assurance (QA) Framework across the Dispute Resolution Team.As an EWOV Quality Lead, you will use your external dispute resolution expertise to drive quality in complaint handling through regular QA reviews, detailed reporting and contribution to improvement initiatives. You will also be managing complaints from consumers about EWOV, managing case reassessment enquiries from service providers, and managing customer feedback surveys.Jump over to our website: https://www.ewov.com.au/about-us/careers to learn more and see the position description.What you’ll bring To help you succeed in this role you’ll need to bring:Deep understanding and experience of external dispute resolution (EDR) principles and practicesExperience in conducting quality assurance, preferably in a similar role.Highly developed interpersonal skills.Demonstrated problem solving skills, with proven ability to adopt continuous improvement and proactive approach towards business issues.Highly developed written and verbal communication skills.Highly developed analytical skills and strong attention to detailFamiliarity with quality assurance and continuous improvement methodologies.Proficiency in using data and analytics to drive quality insights and make informed decisions.Ability to work as part of a close knit and professional team in a way that supports and promotes EWOV’s Cultural Values and supports the achievement of organisational objectives.Desirable:Project or change management experienceDetailed knowledge of electricity, gas and water regulatory/legislative frameworksRelevant tertiary qualificationsWhat makes working with us greatThere are so many great things about working with EWOV, here’s some of our benefits:truly flexible and hybrid ways of working with life-friendly hoursgenerous leave entitlements including six weeks annual leave, birthday leave, anniversary leave, end-of-year closure leave, community giving leave & 18 weeks of gender-free paid parental leavecentrally located office in Melbourne CBD close to public transportinclusive team culture that supports each other, collaborates and innovateswe live and breathe wellbeing with a varied program with something for everyone.Hear from our team about what makes working at EWOV great here.How to applyIf you are passionate about finding a role where you can really make a difference and be part of a dynamic industry, we encourage you to apply – even if you don’t meet every single criterion.Please send through your CV and a cover letter outlining how you meet the selection criteria and responding to the questions below, via LinkedIn by Sunday, 23 November 2025. We will be reviewing applications and may commence interviews prior to the closing date, so please apply as soon as possible if you’d like to be considered.We are committed to ensuring that we truly represent the Victorian community that we serve, and encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities to apply. If you have any accessibility needs or require us to adapt our application and recruitment process to suit your needs, please let us know at careers@ewov.com.au. We encourage flexible working at EWOV and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and encourage you to apply.EWOV is a certified Family Inclusive Workplace committed to improving your work life wellbeing with leading policies and practices on flexible work, parental leave, family care and family wellbeing.