Quality & Compliance Officer

About the Role

The Compliance & Quality Review Officer is important in maintaining service integrity across our operations. You'll be responsible for reviewing team performance, ensuring processes are followed, and identifying opportunities to improve how we support people. Working across areas such as Customer Support, Onboarding, and Service Delivery, you'll help us uphold internal standards and deliver a safe, consistent, and caring experience for everyone involved. This role is perfect for someone who enjoys digging into detail, helping teams grow, and shaping better working methods.

Key Responsibilities

• Conduct regular quality reviews across key operational areas (e.g., Support, Matching, Complaints, and Engagement).
• Ensure team interactions align with internal guidelines, service expectations, and ethical standards.
• Identify issues or missed steps in workflows and escalate concerns when necessary.
• Document findings clearly and provide constructive feedback to help teams improve.
• Maintain accurate records of reviews and contribute to internal reporting and insights.
• Support developing and refining review tools and checklists (e.g., scorecards).
• Collaborate with team leads to coach staff on best practices and quality expectations.
• Help translate trends into action by recommending adjustments to training or workflows.
• Keep up to date with any changes to internal policies, procedures, or service expectations.
• Contribute to fostering a positive, values-aligned culture of continuous learning and care..

Qualifications

• Around 3+ years of experience in quality review, compliance, or service audit roles.
• Experience working in customer-focused environments such as care, community services, or mission-led operations.
• Strong attention to detail and a process-driven mindset.
• Excellent communication and interpersonal skills calm, clear, and solutions-focused.
• Comfortable using CRM, QA platforms, or support tools (e.g., HubSpot, Zendesk, etc.).
• Ability to manage multiple tasks and maintain consistency across reviews.
• A collaborative and curious mindset someone who seeks to understand, improve, and support.