Quality & Enablement Manager, Financial Services

Talent Partner Australia; Sydney; On-site; AUD 110,000 - 150,000; Full time

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.

Skills

Quality assurance

Training design

Contact centre excellence

Analytical thinking

Direct communication

Ambiguity tolerance

Job description

Quality & Enablement Manager, Financial Services

You'll join a fast-growing SME lending fintech with around 115 people, creating this role from scratch. You'll own quality and training across Sales, Collections, Customer Service and Fraud, working closely with Compliance. The business has already invested in AI powered call scoring across 100% of voice interactions, and you're stepping into a team that's serious about doing this properly.

Key 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

About you

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