Service Quality and Assurance Officer
Core
Assess performance of contracted operators against standards, conduct inspections across stations and trains, and report findings to ensure service quality and customer satisfaction.
Role type
Service Quality and Assurance Officer
Builds
Service quality outcomes and customer satisfaction for the Sydney Metro network
Domain
Public transport / Rail operations
Deliverable
dashboards & analysis
Required skills
Inspection planning, evidence-based assessment, conflict resolution, reporting, stakeholder engagement, data management
Preferred skills
Customer-facing operational experience, digital tools proficiency, attention to detail
Responsibilities
Conduct independent quality assurance and performance assessments, undertake inspections across stations and trains, capture evidence-based findings, develop quarterly inspection plans, identify and escalate non-conformances, provide reporting on service quality outcomes
Seniority
Mid-level, hands-on operational role