Quality Assurance Specialist

EA13: Full-time (38 hours per week)

Salary: $140,108.04 + superannuation

About the Role:

We are seeking a skilled Quality Assurance Specialist to join Sydney Water’s Customer Billing, Accounts & Metering team. This is a pivotal role that ensures the delivery of quality customer experiences, compliance with regulatory requirements, and the integrity of our billing processes.

You will play a key role in maintaining corporate reputation, meeting service standards, and supporting workforce capability. A major focus will be on designing and analysing reports to meet regulatory obligations, identifying data integrity issues, and providing actionable insights.

This position requires strong technical expertise, advanced SAP knowledge, and experience in data analysis and reporting.

Key Responsibilities:

• Conduct audits and quality assessments across Customer Experience teams and external contractors.
• Design and implement audit programs to review production quality and system inputs.
• Analyse and report on audit findings, identifying areas for improvement and supporting quality enhancement plans.
• Collaborate with Subject Matter Experts (SMEs) and Business Analysts to optimise business processes.
• Provide subject matter expertise on SAP systems, exception processing, and quality management frameworks.
• Develop and maintain policies, procedures, and training materials in partnership with SAP Training Specialists.
• Deliver comprehensive reporting to management on Quality Assurance outcomes.
• Support continuous improvement initiatives, including system upgrades and training needs analysis.

About You:

• Certificate in cert IV Assessment and workplace training or equivalent experience.
• At least five years’ experience using SAP IS-U to complete customer/master/meter/property/financial data related transactions or billing related transactions or customer-relationship management related transactions.
• Demonstrated experience in training, coaching, and process improvement.
• Strong analytical and problem-solving skills with proven ability to evaluate process quality.
• Excellent interpersonal, communication, and stakeholder engagement skills.
• Proficiency in MS Office Suite, SAP IS-U, SAP CRM, and BDEX.
• Ability to manage competing priorities and deliver business improvements.

Why Join Us?

At Sydney Water, we are committed to delivering world-class services to our customers and communities. You’ll be part of a collaborative team that values innovation, continuous improvement, and professional growth.

Dive into Our Great Benefits:

Competitive Remuneration: We’ll ensure that your skills and contributions are valued and rewarded appropriately.

Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.

Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.

24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.

Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.

Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.

Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.

Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.

Closing Date: Thursday 27th November at 11:59pm AEST

Please advise if you require any adjustments to actively participate in the application and recruitment process.

For any further information please contact sukriti.sharma@sydneywater.com.au

Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check and online medical check.

You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role.

Working at Sydney Water

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. 

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community.

We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application

Please see the role profile for the role’s full accountabilities.