Quality Assurance and Reporting Analyst
Job No.: 691564
Location: Clayton campus
Employment Type: Full-time
Duration: Continuing appointment
Remuneration: $120,138 - $132,610 pa HEW Level 8 (plus 17% employer superannuation)
- Amplify your impact at a world top 50 University
- Join our inclusive, collaborative community
- Be surrounded by extraordinary ideas - and the people who discover them
The Opportunity
Join a dynamic and service-focused team dedicated to enhancing the experience of students and staff across the University. As the Quality Assurance and Reporting Analyst, you will play a pivotal role in shaping how our Service Desk measures performance, delivers service excellence and continuously improves the way we support our community.
In this role, you will lead the development and implementation of quality assurance and reporting frameworks that drive high-quality service delivery in a fast-paced, high-volume environment. Working with large and complex datasets, you will identify trends, monitor service performance and generate actionable insights that inform decision-making and operational improvements.
You will collaborate closely with Service Desk leaders, faculties and business units to ensure services align with University priorities and deliver outstanding outcomes for students and staff. By supporting team leaders through coaching and mentoring initiatives, you will help foster a culture of proactive service, continuous improvement and accountability.
The role also provides the opportunity to contribute to service transition projects, enhance knowledge management practices and influence the design and implementation of systems and processes that strengthen operational efficiency. Through strong partnerships and a commitment to service excellence, you will help ensure the Service Desk delivers accurate, timely and high-quality support across the University.
This is an exciting opportunity for a highly analytical and service-driven professional who enjoys working with data, improving systems and processes, and partnering with stakeholders to create meaningful improvements in customer experience.
About Monash University
At Monash, work feels different. There’s a sense of belonging, from contributing to something ground breaking – a place where great things happen.
We value difference and diversity, and welcome and celebrate everyone's contributions, lived experience and expertise. That’s why we champion an inclusive and respectful workplace culture where everyone is supported to succeed.
Some 20,000 staff work for Monash around the world. We have 95,000 students, four Australian campuses, and campuses in Malaysia and Indonesia. We also have a major presence in India and China, and a significant centre and research foundation in Italy.
In our short history, we have skyrocketed through global university rankings and established ourselves consistently among the world's best tertiary institutions. We rank in the world’s top-50 universities in rankings including the QS World University Rankings 2026.
Learn more about Monash.
Today, we have the momentum to create the future we need for generations to come. Accelerate your change here.
Monash supports flexible and hybrid working arrangements. We have a range of policies in place enabling staff to combine work and personal commitments. This includes supporting parents.
To Apply
For instructions on how to apply, please refer to 'How to apply for Monash Jobs'. Your application must include your latest CV and a Cover Letter outlining your suitability to the role.
Diversity is one of our greatest strengths at Monash. We encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, neurodivergent people, and people of all genders, sexualities, and age groups.
We are committed to fostering an inclusive and accessible recruitment process at Monash. If you need any reasonable adjustments, please contact us at hr-recruitment@monash.edu in an email titled 'Reasonable Adjustments Request' for a confidential discussion.
Your employment is contingent upon the satisfactory completion of all pre-employment and/or background checks required for the role, as determined by the University.
Enquiries: Sumer Nasrawi, Senior Manager IT Service Desk, Sumer.Nasrawi@monash.edu
Position Description: Quality Assurance and Reporting Analyst
Applications Close: Monday 23rd March 2026, 11:55pm AEST
Supporting a diverse workforce
