Quality & Enablement Lead – FinTech & AI-powered QA

Talent Partner Australia

Sydney

On-site

AUD 110,000 - 150,000

Full time

10 days ago

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Job summary

Talent Partner Australia is seeking a Quality & Enablement Manager in Financial Services to build the QA framework from scratch across Sales, Collections, Customer Service and Fraud. You will own training and quality, working with Compliance and leadership to embed regulatory and business values into every interaction.

With 5+ years in QA or training design, you will turn scores into actionable insights, coach leaders, and design training programs.

Qualifications

5+ years in quality assurance, training design, or contact centre excellence.
Experience in a fast moving environment rather than heavily bureaucratic.
Comfortable with ambiguity and genuinely energised by building something new.
Analytical ability to turn scores into actionable insights for leadership.
Direct communication style with ability to give honest feedback.
Belief that quality and compliance enable good customer experience.

Responsibilities

Build and run the QA framework from the ground up, including call monitoring, calibration sessions, and scorecards that reflect both regulatory obligations and business values.
Turn quality reviews into real coaching conversations with team leaders.
Design training programs.
Present regularly at Executive level with a direct line to the Director of Operations.
Identify systemic issues in the data and present clear plans to address them.