Capability and Quality Lead

Liberty Financial; City of Melbourne; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Wellness perks

Counselling services

Social events

Community groups

Career progression

Snacks and coffee

Job summary

Liberty Financial in Australia is seeking a Capability & Quality Lead to design and deliver training programs, conduct quality assurance, and drive continuous improvement across customer and broker interactions.

You will identify performance trends, develop coaching strategies with Team Leaders, and create resources aligned to products, systems, policies and regulatory requirements to deliver exceptional customer outcomes.

Qualifications

• Experience in a high-volume customer environment.
• Strong coaching skills and a genuine passion for helping others succeed.
• Experience conducting quality reviews and providing constructive feedback.
• Ability to identify trends and translate insights into practical development initiatives.
• Excellent communication, facilitation and stakeholder management skills.
• Customer-first mindset with a focus on service excellence and continuous improvement.

Responsibilities

• Conduct quality assessments across customer and broker interactions for consistency and compliance.
• Identify performance trends, capability gaps and coaching opportunities.
• Deliver onboarding and training programs for new and existing team members.
• Facilitate workshops and capability uplift initiatives.
• Partner with Team Leaders to support coaching and performance improvement.
• Develop training resources aligned to products, systems, policies and regulatory requirements.
• Champion continuous improvement and customer-excellence in service delivery.

Skills

Coaching

Quality assurance

Stakeholder management

Facilitation

Customer-focused

Data analysis

Job description

At Liberty, we don't just think outside the box - we deliver results that change lives. For nearly three decades, we've been redefining lending in Australia with flexible solutions that empower people to achieve their goals. Performance is in our DNA. We believe financial freedom should be accessible to everyone, and we've proven it by helping nearly one million customers secure home, business, personal, car, commercial, and SMSF loans.

We are a collaborative and social community that pride ourselves on being values driven. We base our vision of being the leading finance group that champions free thinking on FLAIR, our five key values that guide us to always be Fair, Learning, Accountable, Invested and Resourceful. These values inform everything we do, from how we look at the world, engage with our customers and treat each other.

About Liberty

At Liberty, we don't just think outside the box - we deliver results that change lives. For nearly three decades, we've been redefining lending in Australia with flexible solutions that empower people to achieve their goals. Performance is in our DNA. We believe financial freedom should be accessible to everyone, and we've proven it by helping nearly one million customers secure home, business, personal, car, commercial, and SMSF loans.

We are a collaborative and social community that pride ourselves on being values driven. We base our vision of being the leading finance group that champions free thinking on FLAIR, our five key values that guide us to always be Fair, Learning, Accountable, Invested and Resourceful. These values inform everything we do, from how we look at the world, engage with our customers and treat each other.

The Opportunity

At Liberty, we are committed to delivering exceptional experiences for our customers and business partners. We are looking for a Capability & Quality Lead to play a key role in developing team capability, driving quality standards, and supporting continuous improvement.

In this hands-on role, you will design and deliver training programs, conduct quality assurance assessments, identify performance trends, and work closely with Team Leaders to develop the skills, knowledge and behaviours that drive outstanding customer outcomes.

Key Responsibilities

• Conduct quality assessments across customer and broker interactions to ensure consistent service and compliance outcomes.
• Identify performance trends, capability gaps and coaching opportunities through quality reviews and operational data analysis.
• Deliver engaging onboarding and training programs for new and existing team members.
• Facilitate workshops, refresher sessions and targeted capability uplift initiatives.
• Partner closely with Team Leaders to support coaching and performance improvement strategies.
• Develop and maintain training resources aligned to products, systems, policies and regulatory requirements.
• Champion a culture of continuous improvement, customer excellence and quality service delivery.

Enough about us, lets talk about you

• Experience in a high-volume customer environment.
• Strong coaching skills and a genuine passion for helping others succeed.
• Experience conducting quality reviews and providing constructive feedback.
• The ability to identify trends and translate insights into practical development initiatives.
• Excellent communication, facilitation and stakeholder management skills.
• A customer-first mindset with a focus on service excellence and continuous improvement.

Why join Liberty?

At Liberty, we celebrate people bringing their most genuine and authentic selves to work and we're incredibly proud of the diverse and inclusive culture we've built. We're living this commitment through our gender equality, disability, LGBTQIA+, mental health and religious and cultural initiatives. As we work towards helping people get financial, we acknowledge and value the contribution of indigenous Australians, Torres Strait Islanders and other cultural minority communities.

We strive for diversity and inclusion within our workforce and deliver a number of initiatives for our community. We are proud to be endorsed by Work180 and a certified B Corporation.

We are thrilled to be finalists in the Australian Employer of Choice and HR Team of the Year Awards - we will never be finished making Liberty the best place to work. We believe it's the little extras that can make a big difference in helping our team meet their needs. There's more to working at Liberty than just great financial rewards - we provide access to a large number of great benefits such as:

• Wellness perks including, free counselling, flu vaccinations, health-checks, massages, private health and gym subsidies
• We are social with monthly themed lunches and events, EOY and EOFY parties
• Community groups such as our Internal Pride Network (LGBTQIA+), Women in Leadership, Green Stars (environmental enthusiasts!) and more
• An opportunity to give back to the community with our Lend-A-Hand initiatives
• Fantastic growth and career progression opportunities with access to online development courses
• There's more?! Yes we have coffee, daily fruit, constant snacks available anytime

Liberty is an equal opportunity employer. We encourage applications from all people, regardless of race, gender, religion, age, sexual orientation, gender identity or disability.

Only shortlisted candidates will be contacted.