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Quality, Training and Knowledge Manager - National Contact Centre

Job title: Quality, Training and Knowledge Manager - National Contact Centre
Location: Sydney
Industry: Contact Centre Customer Transformation Customer Experience
Salary: $120k INCL super
Reference: 1139186i
Contact name: Susan Chand
Contact email:

Job description

Quality, Training and Knowledge Manager
Tenacity CX are Australia's leading supplier of recruitment solutions to the Customer Experience industry.
We are working with a key client, a Global Leader in their field, sourcing a Quality, Training & Knowledge Manager. 
This role is responsible for the delivery & management of training, quality, 
knowledge management across their National Customer Contact Centre.
Essentially, this person will be responsible for the employee lifecycle – taking a best practise approach to onboarding/training/quality assessment frameworks & knowledge updates including maintenance of their LMS.
About the role:
  • Design & management of the Quality framework for their contact centre
  • Manage a small team of three support staff (QA/Knowledge/Training)
  • Ensure compliance & contractual requirements and are adhered to
  • Report, Analyses & Follow-up: Quality management reporting and coaching
  • Using the analyses to drive improvements in their contact centre (40+ seats that span multiple contracts)
  • Design & maintenance of their LMS
  • Manage induction and job-related training as required
  • Ensure training material and courses are updated to comply with legislative requirements, business requirements, ethical standards
  • Ensure that newly onboarded & existing staff are all quality assessed  
About the ideal candidate:
  • Experience in Quality, Training & Knowledge Management within a contact centre framework
  • Solid exposure working with Quality Management Systems
  • Working knowledge of Power BI, Microsoft Forms, Microsoft Power Automate
  • A solid understanding of Contact Centre Operations
  • COPC Accreditation/Training (desirable)

What's in for you?
  • Blended model WFH & in office (50/50)
  • Onsite parking available – North Ryde location
  • Benefits such as discounted healthcare amongst other things
  • Working with a well-regarded Head of Contact Centres
APPLY TODAY with a copy of your resume in Word Format.
Expired job