Quality and Service Improvement Specialist

AIS Quality & Service Improvement Specialist

• Make a direct impact on National Aviation Safety
• Work with advanced systems in a high-performing team
• Full-time permanent opportunity based in Canberra, Brisbane or Melbourne

Summary

We are now seeking a Quality & Service Improvement Specialist to join our AFPD & AIM (Airspace and Flight Path Design & Aeronautical Information Management) unit - a high‑performing, regulated operational environment dedicated to safety, accuracy and continuous improvement.

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue firefighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep are helping to secure the future of Australia’s skies and keep it amongst the safest in the world.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

As a Quality & Service Improvement Specialist, you will play a vital role in ensuring Airservices continues to meet key ICAO, CASA and ISO regulatory requirements. You will help strengthen our quality management practices, support accreditation and certification activities, and contribute to the continuous improvement of systems, processes and operational outputs.

Key Responsibilities:

• Drive efficiencies and continuous improvement across AFPD & AIM workflow processes.
• Maintain and update documented procedures, registers and compliance records.
• Support compliance with ISO QMS, CASR Parts 173 & 175, ICAO SARPs and related standards.
• Maintain error reporting processes and training and competency checks to support quality assurance and continuous improvement.
• Assist with testing, evaluating and implementing system upgrades, development changes and operational enhancements.
• Help maintain Data Product Specifications and support data originators to meet regulatory requirements.

• Deliver accurate and timely support to AFPD & AIM team members.
• Contribute to system monitoring, issue tracking and liaison with vendors.
• Perform ad‑hoc tasks and support internal and external project requests.

Please see the link below to view the full Position Description:

(PD LINK)

 The Person

The ideal candidate is a detail‑focused aviation professional with a strong understanding of AFPD & AIM systems, data management and transformation tools, GIS and CAD software and the regulatory environment in which Airservices operates. You bring knowledge of quality management principles and evidence‑based practice, along with familiarity with CASR Parts 173 and 175, ICAO SARPs, ISO QMS requirements and key aeronautical documentation. You thrive in high‑pressure, time‑sensitive operational settings, maintain exceptional accuracy, and communicate technical information clearly to a wide range of stakeholders. You take ownership of your work, support continuous improvement initiatives, uphold the highest safety behaviours, and contribute positively to a collaborative, high‑performing team.

Skills and qualifications:

• Tertiary qualifications in aviation or a related field, or equivalent relevant industry experience (2+ years preferred).
• Strong knowledge and understanding of AFPD & AIM systems.
• Proficiency in data management, transformation and analysis tools such as SQL, Python and FME, with the ability to automate workflows and improve data quality.
• Experience with GIS and CAD software such as ArcGIS and MicroStation with strong cartographic, mapping and spatial visualisation skills.     
• High level of accuracy, strong attention to detail and the ability to perform effectively in a deadline‑driven environment.
• Excellent written, verbal and numerical communication skills, with the ability to convey technical information to diverse audiences.
• Knowledge of aeronautical terminology to CASA Basic Aeronautical Knowledge (BAK) level.
• Solid understanding of quality management principles and evidence‑based practice within the aviation industry.
• Advanced proficiency in Microsoft Word and Excel, with experience using other office applications.
• Good understanding of CASR Parts 175 and/or 173, ICAO SARPs and relevant ICAO documentation.
• Ability to take responsibility for personal performance and ongoing professional development.

At Airservices Australia, we embrace and thrive on diversity of thought, perspectives, and capabilities because we know the benefits of having a workforce that is representative of the community that we serve. We appreciate everyone is unique, and acknowledge diversity in thought leads to greater transparency and improved consideration in our decision making.

We believe a diverse workforce supported by an inclusive culture is central to our success. We actively encourage and welcome candidates from all cultural backgrounds, gender identities, people living with disability and Aboriginal and Torres Strait Islander peoples to apply.

Security Clearance

To be eligible to apply, you must be an Australian Citizen or a Permanent resident as an Airservices Background check is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Abigail Barnes – Talent Acquisition Partner at abigail.barnes@airservicesaustralia.com.

How to Apply

To apply for this position please lodge an application online before Applications close 11:55pm AEST.