What's in it for you;
* Shape Strategy: Influence quality and training frameworks that impact customer experience.
* Lead and Inspire: Mentor a high-performing team and foster a culture of learning and excellence.
* Career Growth: Position yourself for senior leadership opportunities in a growing organisation.
* Wellbeing Focus: Access health initiatives, confidential support services, and employee discounts.
* Central Melbourne Location: Close to public transport, cafés, and local amenities.
As a Quality and Training Manager, you will lead the Operational Quality Assurance and Training functions within our BPO Contact Centre. You'll ensure compliance with regulatory and client requirements, drive continuous improvement, and build capability through strategic training and quality initiatives. This role provides leadership and oversight to a team of Team Leaders, trainers, and QA officers, fostering a culture of excellence and high performance.
What You'll Be Doing;
* Strategic Leadership: Develop and implement quality and training strategies aligned with organisational objectives.
* Quality Assurance Oversight: Maintain robust QA frameworks, monitor compliance, and drive improvement initiatives.
* Training Leadership: Oversee induction and ongoing training programs, ensuring content is current and effective.
* People Leadership: Mentor and develop team leaders and specialists, building a high-performing team culture.
* Reporting & Governance: Provide accurate reporting on quality and training metrics and contribute to strategic decisions.
What You'll Bring;
* Experience managing quality and training functions within a contact centre or similar environment.
* Proven leadership experience.
* Strong communication, facilitation, and influencing skills.
* Ability to analyse data, identify trends, and drive continuous improvement within a contact centre environment.
* Knowledge of compliance frameworks and training methodologies.
The Mindset You'll Bring;
* Strategic Thinker: You see the big picture and align initiatives with organisational goals.
* Leader and Mentor: You inspire, coach, and develop others to achieve excellence.
* Problem Solver: You thrive on finding solutions and improving processes.
* Resilient and Adaptable: You remain calm under pressure and embrace change.
* Continuous Learner: You stay ahead of industry trends and seek opportunities to innovate.
Apply Now or reach out to for more information. We are a Circle Back Initiative Employer – we commit to respond to every applicant.
About Us;
Recoveriescorp, part of Symbos Group, has been operating in the contact centre space for over 30 years. Our mission is to help communities build financially sustainable futures through successful and socially responsible credit experiences and we're pleased to see our people live this mission everyday
We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support across Australia and New Zealand.
That's why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community.