Capability/Training Analyst - My Aged Care Build the training and knowledge resources that help frontline teams give the Aged Care community clear, confident support.

Design training that supports My Aged Care contact centre teams nationally

Hybrid (2 days office), easy commute - Haymarket, near Central Station

About us

At Healthdirect Australia, we help Australians access trusted health information, advice and care through our national virtual health services.

We are a government-owned, not-for-profit organisation. Our services are fast and easy to access through helplines, video calls, apps and websites, and support Australians at every stage of life, including advice about aged care.

About the opportunity

We are seeking a Capability Analyst to drive the development, review and continuous improvement of training materials and training insights for the My Aged Care (MAC) contact centre.

Reporting to the Strategy Lead, My Aged Care, you will analyse performance and capability data to identify gaps and opportunities across our learning products. You will also support the day-to-day maintenance and optimisation of the contact centre’s knowledge management system (KMS), working closely with the Operations Analysts so frontline staff have accurate, accessible and up-to-date information.

Key Responsibilities

Prepare training activities and resources for the MAC contact centre, including induction, refresher training, policy and process changes, and training for new initiatives

Apply adult learning principles and knowledge of contact centre environments to the design of learning activities and resources

Deliver training sessions where required in the most suitable format, including Train the Trainer sessions,



virtual video conferencing and recorded sessions

Work with subject matter experts to keep content accurate and current, and share learning resources with our outsource partner in a timely way

Work with the Workforce Capability Manager to evaluate the effectiveness of training activities and act on feedback

Develop and maintain scheduled and ad hoc training and LMS reporting, and analyse data to identify and quantify continuous improvement opportunities

Process KMS feedback and support the daily maintenance of KMS processes and users, working with the Operations Analysts

Build and maintain strong relationships with internal and external stakeholders to meet MAC roadmap deliverables

About You

You are an experienced learning professional who understands what frontline contact centre teams need to do their best work. You bring strong communication and analytical skills, adjust your approach to suit a wide range of audiences, and use data to inform decisions. You manage competing priorities with ease, take a hands-on approach when needed, and build positive relationships with the people you work with.

What you’ll bring to the role

Certificate IV in Training & Assessment, or relevant qualifications in adult learning, facilitation or e-learning

5+ years of experience designing,



delivering and evaluating training programs

Demonstrated ability to create effective training content for onsite, remote and hybrid work settings

Experience creating training content using Articulate Rise or similar software

Experience working in or closely with contact centres

Strong analytical and reporting skills, with the ability to interpret data to inform decisions

Strong communication skills, including clear verbal, written and interpersonal capability

Demonstrated time management and prioritisation skills, and the ability to meet critical deadlines in a fast-paced, dynamic environment

Demonstrated ability to influence stakeholders and drive outcomes, with experience leading or supporting change initiatives

Desirable: experience in the health and/or government sector; an understanding of the complexities of telehealth

Your work will contribute to nationally significant virtual health services that support Australians to access trusted health advice and care. You will help shape quality, safety and experience outcomes in a committed, consumer-centred organisation.

We are committed to creating a culture where you can bring your whole self to work. Our perks include:

Flexible work arrangements (2 days per week in office, pro-rated for part time employees);

14 weeks company Paid Parental Leave for both parents;

Multi-dimensional wellbeing program that is run by our people for our people;

Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

To find out more about Healthdirect and our vision for a healthier Australia, visit about.healthdirect.gov.au.

As

📌 Capability/Training Analyst (Sydney)
🏢 Healthdirect Australia
📍 Sydney