Training & Quality Lead

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

Training & Quality Lead

Have you ever dreamt of a job where you can make a difference in the global telco industry? Are you an energetic and meticulous leader with a desire for customer service improvement and satisfaction? If yes, you will now have the opportunity to join the fabulous team of our major telecommunication client in Australia. Founded in Singapore, our client is a successful company who has a strong passion for providing digital consumers with phenomenal mobile experiences.

Being a Training & Quality Lead, you are expected to possess a forward-thinking mindset, great attention to details and the willingness to go the extra mile.

Job duties:

• Identify and organize projects to improve quality, reduce cost and increase productivity
• Complete projects in a timely manner to achieve quality improvement goals
• Execute strategies to obtain performance excellence/performance improvement
• Oversee inspection of incoming materials to ensure that requirements are met
• Recognize those who make contribution to the company’s success
• Communicate with partner vendors and other members of the company in order to evaluate the Performance Excellence project.
• Constantly give the management team status updates, feedback, and reports on projects within the company
• Clearly publicize goals, plans, progress and results to make adjustments if needed

Requirements:

• At least 2 years of experience in learning & development program management, preferably in a customer support and people management
• Prior experience in Human Resources (training and/or recruiting) is a plus
• Familiarity with learning management systems
• Experience establishing and running a quality assurance program involving service delivery.
• An understanding of work optimization programs such as Six Sigma or other improvement methodologies
• Effective time management skills
• Experience in working towards deadlines with great credibility, integrity and professionalism
• Strong interpersonal and organizational skills
• Ability to lead a team to achieve project outcomes