Capability & Quality Lead - Elevating Customer Experience

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

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.