Quality & Training Lead - Shape Strategy & Ignite Excellence

Recoveriescorp; City of Melbourne; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Career growth opportunities

Health initiatives

Employee discounts

Job summary

A leading contact centre in Melbourne is seeking a Quality and Training Team Lead to guide operational standards and mentor a high-performing team. The ideal candidate will have experience in managing quality and training functions, along with strong communication and leadership skills. Responsibilities include developing quality strategies, maintaining compliance frameworks, and fostering a culture of excellence. This role offers opportunities for career growth and participation in health and wellbeing initiatives.

Qualifications

• Experience managing quality and training functions within a contact centre or similar environment.
• Proven leadership experience.
• Strong communication, facilitation, and influencing skills.
• Ability to analyse data, identify trends, and drive continuous improvement within a contact centre environment.
• Knowledge of compliance frameworks and training methodologies.

Responsibilities

• Lead the Operational Quality Assurance and Training functions within our BPO Contact Centre.
• Develop and implement quality and training strategies aligned with organisational objectives.
• Maintain robust QA frameworks, monitor compliance, and drive improvement initiatives.
• Oversee induction and ongoing training programs, ensuring content is current and effective.
• Provide accurate reporting on quality and training metrics.

Skills

Leadership

Communication

Data Analysis

Training and Development

Job description

A leading contact centre in Melbourne is seeking a Quality and Training Team Lead to guide operational standards and mentor a high-performing team. The ideal candidate will have experience in managing quality and training functions, along with strong communication and leadership skills. Responsibilities include developing quality strategies, maintaining compliance frameworks, and fostering a culture of excellence. This role offers opportunities for career growth and participation in health and wellbeing initiatives.