Quality & Agent Enablement Lead - AI-Driven CCaaS

Compare Club

City of Melbourne

Hybrid

AUD 140,000 - 175,000

Full time

7 days ago

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Benefits offered by this job

Hybrid work arrangements

Job summary

Compare Club seeks a Quality, Compliance & Agent Enablement Lead in Melbourne to own QA, compliance control and agent enablement across insurance, energy, and lending verticals. Spanning outbound and inbound contact, this role works on a dual CCaaS platform estate.

Reporting to the General Manager of Contact Centre & Customer Operations, you will drive a centre of excellence for QA, leverage tech to standardise conversations, and empower team leaders to elevate performance.

Qualifications

5+ years in contact centre, sales performance, or customer operations environments with 2+ years leading a quality, compliance, or enablement function.
Frontline phone-based sales experience with capability in sales coaching.
Hands-on experience with CCaaS quality management and conversation analytics platforms.
Experience with AI agent‑assist tooling and adoption across frontline teams.
Proven ability to partner with Legal, Risk or Compliance to close findings and evidence controls.

Responsibilities

Platform & AI Activation: sequence CCaaS and SaaS tools against real use cases to drive performance.
Agent Enablement & Coaching: equip frontline leaders with insights and materials to coach teams effectively.
Knowledge Governance: own frontline knowledge ecosystem with a single source of truth.
Platform & Vendor Partnership: act as voice of frontline in platform roadmaps with internal/external partners.
Drive Sales & Retention Outcomes: design frameworks to predict commercial outcomes across verticals.
Quality & Control Oversight: maintain a streamlined quality framework and move to automated analytics.