Quality, Training And Knowledge Manager - National Contact Centre

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.