Quality & Training Lead: Elevate Customer Experience

EBR Ever Better Recruitment; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

EBR Ever Better Recruitment is assisting a leading Australian telecommunications client to hire a Training & Quality Lead. The role centers on leading learning and development initiatives, improving customer service outcomes, and driving performance improvements across service delivery.

You will identify quality projects, manage LMS activities, and collaborate with partner vendors to report progress and achieve goals, while mentoring a team to meet deadlines with integrity and professionalism.

Qualifications

• 2+ years of learning & development program management experience, preferably in customer support and people management.
• Experience establishing and running a quality assurance program for service delivery.
• Familiarity with learning management systems (LMS).
• Understanding of work optimization methodologies such as Six Sigma or similar.

Responsibilities

• Identify and organize projects to improve quality, reduce cost and increase productivity.
• Complete projects timely to achieve quality improvement goals.
• Execute strategies for performance excellence and performance improvement.
• Oversee inspection of incoming materials to ensure requirements are met.
• Recognize contributors to the company’s success.
• Communicate with partner vendors to evaluate Performance Excellence projects.
• Provide management with status updates, feedback, and reports on projects.
• Publicize goals, plans, progress and results to enable adjustments.

Skills

L&D program mgmt

Customer support

People management

Time management

Leadership

Interpersonal skills

Deadline-driven

Tools

LMS (Learning Management System)

Job description

EBR Ever Better Recruitment is assisting a leading Australian telecommunications client to hire a Training & Quality Lead. The role centers on leading learning and development initiatives, improving customer service outcomes, and driving performance improvements across service delivery.

You will identify quality projects, manage LMS activities, and collaborate with partner vendors to report progress and achieve goals, while mentoring a team to meet deadlines with integrity and professionalism.