You'll join a fast-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 recent
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
#J-18808-Ljbffr
📌 Quality & Enablement Manager, Financial Services (Sydney)
🏢 Talent Partner Australia
📍 Sydney
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.