Quality Assurance Training Manager — SME Lending · Fintech

$130,000 - $150,000 + super + bonus (5-10%) Sydney CBD

About the opportunity:

This is a rare one. A fast-growing SME lending fintech with around 115 people is creating this role from scratch, which means you're not inheriting someone else's framework or fixing someone else's mess. You're building it.

You'll join a genuinely high performing business known for holding onto its people, based right in the heart of the Sydney CBD. You'll own quality and training across Sales, Collections, Customer Service and Fraud, working closely with Compliance to make sure the two things support each other rather than pull against each other. The business has already invested in AI powered call scoring across 100% of voice interactions, so you're stepping into a team that's serious about doing this properly, not bolting quality on as an afterthought.

What you'll actually do:

You'll build and run the QA framework from the ground up. Call monitoring, calibration sessions, scorecards that reflect both regulatory obligations and what the business actually values, not just a compliance checklist. You'll turn quality reviews into real coaching conversations with team leaders, and design training programs people actually want to sit through.

You'll present regularly at Executive level,



with a direct line to the Director of Operations and real influence across the leadership team. When you spot a systemic issue in the data, you're expected to say so and back it with a clear plan, not just flag it and move on.

Who we're looking for:

Someone who's spent 5+ years in quality assurance, training design, or contact centre excellence, ideally somewhere quick moving rather than heavily bureaucratic. You don't need a lending background specifically, but you do need to be comfortable with ambiguity and genuinely energised by building something new rather than maintaining what's already there.

You're analytical enough to turn a spreadsheet of scores into a story leadership can act on, and direct enough to give a team leader honest feedback without softening it into nothing. You believe quality and compliance aren't the enemy of good customer experience. They're what makes it possible.

What's on offer:

Up to $150k package (base plus super plus bonus), WFH Fridays, and a business that holds onto its best people rather than churning through them. A genuinely blank canvas for the role, and a seat close to the leadership table from day one.

To apply, submit your resume to Tim Barnard via the Apply Now button below. For a confidential discussion, call Tim directly on 0420 987 266 .

📌 Quality Assurance Training Manager (Sydney)
🏢 Bluewave Talent
📍 Sydney