Quality, Compliance and Agent Enablement Lead

Compare Club; City of Melbourne; Hybrid; AUD 140,000 - 175,000; Full time

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.

Skills

Contact centre leadership

Sales coaching

Data analytics

AI enablement

Knowledge governance

Education

Bachelor's degree in business or technology

Tools

CCaaS platforms

AI agent‑assist tools

Job description

Quality, Compliance and Agent Enablement Lead

• Call Centre & Customer Service
• Manager
• Melbourne
• Permanent / Full Time

24/9/2026

• Join an Award Winning Employer
• St Kilda Rd Location
• Hybrid Working Arrangements

About Compare Club

Compare Club provides comparison services across a broad range of household expense categories aimed at making it easier for consumers to make the right purchasing decisions, providing them more value and peace of mind. Everything we do is aimed at helping customers save money on household bills. We operate with over 500 employees across Melbourne, Sydney, Brisbane, and around the world.

The Opportunity

We are seeking a Quality, Compliance & Agent Enablement Lead to own the quality assurance, compliance control, and agent enablement capabilities for our multi-vertical, phone-led sales and service operation. Spanning outbound and inbound contact across regulated insurance, energy, and lending verticals, this role operates on a dual CCaaS platform estate.

Reporting to the General Manager of Contact Centre & Customer Operations, you will act as a true centre of excellence for the business. Instead of getting bogged down in manual QA, you will unlock the power of our tech stack, set the gold standard for customer conversations, and empower our team leaders to bring out the best in their people. Supported by an offshore Quality & Conversation Analytics Analyst, you will drive real commercial impact through partnership, influence, and innovation.

What You Will Do

• Platform & AI Activation: Activate and deliberately sequence licensed CCaaS and SaaS tools—including knowledge bases and AI agent‑assist capabilities—against real use cases to drive performance. You will consolidate overlapping coaching and knowledge initiatives under a single, unified architecture.
• Agent Enablement & Coaching: Equip frontline team leaders with actionable insights, conversation analytics, and targeted materials so they can coach their own teams effectively and close the performance gap between the strongest and weakest floors.
• Knowledge Governance: Own the frontline knowledge ecosystem, ensuring agents have one governed, highly accurate source of truth at their fingertips during live conversations. You will partner with business owners to approve content and ensure what agents see live matches their accredited training.
• Platform & Vendor Partnership: Act as the voice of the frontline in platform roadmaps. You will partner with internal teams and external vendors to ensure new tools and features successfully roll out and deliver genuine value to the operation.
• Drive Sales & Retention Outcomes: Ensure all enablement, knowledge, and coaching initiatives directly support our phone-led sales and service operation. You will design frameworks that predict commercial outcomes rather than just measuring activity, ultimately elevating performance across our insurance, energy, and lending verticals.
• Quality & Control Oversight: Maintain a streamlined quality framework, transitioning the operation from manual sampling to automated conversation analytics to independently assure standards across the estate.

What You Bring

• 5+ years of experience in contact centre, sales performance, or customer operations environments, including 2+ years leading a quality, compliance, or enablement function.
• Frontline phone-based sales experience with demonstrable capability in sales coaching.
• Hands-on experience with CCaaS quality management and conversation or interaction analytics platforms.
• Demonstrated capability or exposure to AI agent‑assist tooling, driving AI enablement and adoption across frontline teams.
• A proven track record of partnering with Legal, Risk, or Compliance functions to close findings and evidence controls.
• Strong data literacy to interrogate and challenge analytics, paired with the ability to specify requirements to delivery teams without building them personally.
• A tertiary qualification in business, technology, or a related discipline. Familiarity with Knowledge-Centered Service (KCS) or an equivalent knowledge governance methodology is highly desirable.

Our Values

At Compare Club, we look for individuals who are passionate about the customer, driven for results, and ready to get it done. We rise and fall as one team, and we encourage our people to challenge the status quo, innovate, and "have a crack".