Customer Quality and Training Lead

Are you passionate about driving excellence, building capability, and delivering outstanding customer experiences? Do you thrive in a dynamic environment where your leadership can make a real difference? If so, this is your chance to join one of Australia’s leading non-bank lenders, renowned for its innovative financial solutions and commitment to empowering customers.

What You’ll Be Doing

As the newly created Capability & Quality Lead, you’ll have the opportunity to build and shape the function, creating the frameworks, processes and training approach that will support a high-performing customer team.

You’ll be responsible for:

• Building and embedding a quality and capability framework across the customer/contact centre environment.
• Designing and delivering engaging induction, onboarding, training and capability programs for front-line teams.
• Developing training materials across products, systems, processes, compliance and product changes, ensuring teams have the knowledge they need to deliver great customer outcomes.
• Partnering closely with Team Leaders and front-line teams to identify capability gaps and turn feedback into practical coaching and training.
• Conducting regular quality assurance and calibration, identifying trends and opportunities to uplift performance.
• Working hand-in-hand with Continuous Improvement, including process mapping and identifying opportunities to improve the customer and employee experience.
• Supporting customer journey mapping and customer resolution initiatives, bringing insights back into training, processes and team capability.
• Leading communication and knowledge-sharing across key internal stakeholders to ensure teams understand changes and their impact on customers.
• Exploring and implementing AI and automation opportunities to improve quality, consistency and efficiency.
• Continuously reviewing the effectiveness of training and quality initiatives and developing action plans to drive sustained improvement.

What We’re Looking For

We’re looking for someone who brings strong customer and contact centre experience and understands what great customer interactions look like from the front line.

You’ll ideally have:

• Experience working within a customer/contact centre environment, ideally across quality, capability, coaching, training or continuous improvement.
• A strong understanding of QA frameworks, coaching and performance uplift within a customer environment.
• Experience developing training materials, onboarding programs and capability frameworks.
• The ability to look beyond individual performance and identify process, knowledge and capability gaps that impact the wider team.
• Strong stakeholder management skills, with the confidence to work with Team Leaders, managers and broader business stakeholders.
• A continuous improvement mindset and an ability to turn customer or operational issues into practical actions and improvements.
• Ideally, experience within financial services, banking or insurance.
• A proactive, hands-on approach you're someone who enjoys building something rather than inheriting an established framework.
• A genuine passion for improving the customer experience and helping people perform at their best.

The Business?

As a leading non-bank lender, our client is dedicated to providing innovative financial solutions that help Australians achieve their goals. You’ll find an inclusive culture where everyone feels safe, respected, valued, and empowered to contribute. As the Capability and Quality Lead, you’ll play a vital role in shaping the future of the team while enjoying opportunities for personal growth and professional development.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on ali.alpe@robertwalters.com.au for a confidential discussion.