About the role

You'll join a quick-growing SME lending fintech with around 115 people, creating this role from scratch. You'll own quality and training across Sales, Collections, Customer Service and Fraud, working closely with Compliance. The business has already invested in AI powered call scoring across 100% of voice interactions, and you're stepping into a team that's serious about doing this properly.

Key responsibilities

- Build and run the QA framework from the ground up, including call monitoring, calibration sessions, and scorecards that reflect both regulatory obligations and business values

- Turn quality reviews into real coaching conversations with team leaders

- Design training programs

- Present regularly at Executive level with a direct line to the Director of Operations





- Identify systemic issues in the data and present clear plans to address them

About you

- 5+ years in quality assurance, training design, or contact centre excellence

- Experience in a fast moving environment rather than heavily bureaucratic

- Comfortable with ambiguity and genuinely energised by building something new

- Analytical ability to turn scores into actionable insights for leadership

- Direct communication style with ability to give honest feedback

- Belief that quality and compliance enable good customer experience

📌 Quality & Enablement Manager, Financial Services (Sydney)
🏢 Talent Partner Australia
📍 Sydney