Quality, Training And Knowledge Manager

We currently have an opportunity for a Quality, Training and Knowledge (Q,T,K) Manager to join our team.

This role has a broad and exciting remit and will predominately be responsible for the delivery and management of quality, training, and Knowledge management across the National Customer Contact Centre (NCCC).

Part of Downer Group, our newly formed Social Infrastructure and Citizen Services business unit brings amazing capability to the people of Australia and what matters most to them. We run hospitals, manage client data centres, we take asset management risk, and we are a trusted advisor and partner to our New Zealand and Australian Defence Forces. Arguably no other business within Downer better embodies our purpose; to enable our communities to thrive.

A new name, a bright pathway ahead

Part of Downer Group, our newly formed Social Infrastructure and Citizen Services business unit brings amazing capability to the people of Australia and what matters most to them. We run hospitals, manage client data centres, we take asset management risk, and we are a trusted advisor and partner to our New Zealand and Australian Defence Forces. Arguably no other business within Downer better embodies our purpose; to enable our communities to thrive.

Join us on the journey

We currently have an opportunity for a Quality, Training and Knowledge (Q,T,K) Manager to join our team.

This role has a broad and exciting remit and will predominately be responsible for the delivery and management of quality, training, and Knowledge management across the National Customer Contact Centre (NCCC).

Further, this role will manage a team of three Quality, Training & Knowledge Analysts and will play a key role in driving improvements across our 'employee life cycle' ensuring a best practice approach is taken when staff are trained, quality assessed and kept informed of key process changes & updates.

What you'll do

• Management of the Quality framework across multiple channels
• Ensure compliance, contractual requirements and service framework is adhered to through regular monitoring and evaluation of the Contact Centre.
• Deliver reporting and analysis focused on driving improvements across the Contact Centres.
• Manage and maintain the design and content of the knowledge information system.
• Ensure key knowledge updates/changes are updated in timely manner and communicated to all key stakeholders.
• Manage induction and job-related training as required to support increased capability and performance outcomes.
• Ensure training material and courses are updated to comply with legislative requirements, business requirements, ethical standards and meet current audience needs.
• Drive Continuous Improvement Culture - looking for ways to work smarter, not harder.

What you'll bring

• Experience in Quality, Training & Knowledge Management and or broader Contact Centre Support Services.
• Solid exposure working with Quality Management Systems and Knowledge working with Power BI, Microsoft Forms, Microsoft Power Automate.
• Demonstrated understanding of the contact centre quality principles.
• Experience in Contact Centre operations across multiple functions preferred.
• COPC Accreditation/Training (desirable).

More than anything, you'll have a strong work ethic, a positive attitude, and a drive to provide high quality outcomes for the Social Infrastructure and Citizen Services business unit and our clients.

Why work for us?

Working for the Social Infrastructure and Citizen Services business unit, means being part of something new and exciting. With a bright future ahead of us, you find purpose here and have the opportunity to directly impact and contribute positively to our future. You'll also find a range of benefits available such as:

• Training and development to support your career.
• Internal career opportunities across the Downer Group business
• Affordable healthcare covers, discounted car purchase and rental (with selected brands), and other retail discounts.
• An Employee Assistance Program providing access to professionals to support you (and your family) to achieve your personal or professional goals through wellbeing coaching, counselling, financial advice, legal advice and more.

This exciting role offers you the opportunity to work in a dynamic environment with a highly successful organisation. If you are passionate about what you do and motivated to succeed, then apply now.

Downer Group is an equal opportunity employer committed to fostering a diverse and inclusive culture. We do not discriminate on the basis of gender, race, religion, colour, national origin, sexual orientation, age, marital status, veteran status, or disability. Accordingly, we encourage applications from people of diverse backgrounds, including First Nations People and those from culturally and linguistically diverse backgrounds.