Quality & Capability Lead

2 weeks ago

Sydney, New South Wales, Australia Westpac Group Full time

Permanent, full-time opportunity:

-
Kent St, Sydney NSW:

-
Hybrid
In office & WFH
How will I help?

As a Westpac Incident Response Centre - Quality & Capability Lead (QCL), you will be a responsible for the overall quality of incident management, alarm monitoring, inbound calls and administrative tasks.

The QCL role is accountable for the overall delivery of new starter training as well as the ongoing learning pathway for all WIRC consultants.


In addition, the QCL will work in partnership with the WIRC team leaders and provide input into coaching feedback and recommendations for training opportunities.

As the QCL you will also be conducting the assessment of consultants' capability throughout the new starter probation period and quarterly going forward as well as ensuring all knowledge artefacts are current and regularly reviewed.


What's in it for me?
You'll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating better futures together. So we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure.

Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers.

This includes leave to organise adoptions, surrogacy, and foster care arrangements.

And we continue to pay your super contributions while you take all the time you need to get your new family settled.


What do I need?
We are searching for a performance driven professional who has a proven:

  • Minimum of 3 years training or quality assurance role
  • A strong passion for customer service and business improvement
  • Excellent listening, written and verbal communication skills
  • Demonstrated ability to support a dynamic team that work in a 24x7 working environment
  • Excellent interpersonal skills and proven ability to coach and improve performance of teams and individuals
  • Analytical mind with demonstrated ability to use data to identify trends and areas for improvement

What is it like to work there?

We aim to provide one big, supportive team of people working to achieve our purpose of creating better futures together.

As an equal opportunity employer, we're proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.


How do I Apply?
Start here. Just click on the
APPLY button.

  • The health and wellbeing of our employees is our top priority. We've developed clear standards to ensure our people are confident, safe and healthy whether they're working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines. _

Do you need reasonable adjustments during the recruitment process?


At Westpac we are committed to providing a supportive culture and creating inclusive and accessible workplaces, branches, products and services for our customers, employees, and community.

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