Quality & Enablement Manager, Financial ServicesYou'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 responsibilitiesBuild and run the QA framework from the ground up, including call monitoring, calibration sessions,



and scorecards that reflect both regulatory obligations and business valuesTurn quality reviews into real coaching conversations with team leadersDesign training programsPresent regularly at Executive level with a direct line to the Director of OperationsIdentify systemic issues in the data and present clear plans to address themAbout you5+ years in quality assurance, training design, or contact centre excellenceExperience in a fast moving environment rather than heavily bureaucraticComfortable with ambiguity and genuinely energised by building something newAnalytical ability to turn scores into actionable insights for leadershipDirect communication style with ability to give honest feedbackBelief that quality and compliance enable good customer experience
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📌 Quality & Enablement Manager, Financial Services (Sydney)
🏢 Talent Partner Australia
📍 Sydney