Training & Quality Specialist

At Kogan.com, we're obsessed with delivering remarkable value and service to our customers. We're looking for a Training & Quality Specialist to help drive excellence in customer experience across internal teams and global delivery partners. In this role, you'll shape how we deliver customer service—from onboarding new team members to designing and facilitating training programs, to conducting quality audits and compliance checks. You'll ensure every customer touchpoint reflects the high standards Kogan.com is known for, while empowering our people through continuous development and knowledge sharing.

This role suits someone who thrives in a fast-paced environment, enjoys building capability in others, and brings experience in training, quality, or customer service excellence. If you're ready to contribute to customer experience at one of Australia's iconic online retailers, join us at Kogan.com and apply today.

In this role you'll be responsible for:

• Conducting quality audits across customer service channels to monitor compliance and identify improvements
• Reviewing customer interactions to maintain consistency, quality and regulatory standards
• Supporting internal teams and international partners through knowledge sharing and calibration sessions
• Providing clear feedback and coaching to improve team performance and compliance
• Designing and facilitating training sessions for both new hires and ongoing development
• Creating and maintaining training materials, process guides, and knowledge base content
• Leading onboarding programs and developing ongoing learning pathways
• Analysing performance data to uncover trends and drive continuous improvement
• Preparing reports with actionable insights to enhance customer experience
• Collaborating with stakeholders to design and implement quality frameworks and initiatives

To be successful in this role, you should be:

• University Degree qualified in a relevant field
• Experienced in quality assurance, training, or learning and development within a customer service environment. Experience in retail, eCommerce, or FMCG environments will be highly regarded
• Skilled in delivering engaging training and providing effective coaching
• Confident in analysing data to inform improvements and reporting outcomes
• A strong communicator with the ability to influence and build relationships across teams
• Passionate about raising the bar for customer experience through continuous improvement
• Tech-savvy and able to use various IT and cloud-based tools to improve efficiency and productivity
• Excellent attention to detail, with an ability to move through volume tasks with accuracy and efficiency
• Excellent multitasker – you'll be managing multiple projects and priorities at once, keeping everything on track without missing a beat
• Ready to challenge, be challenged, and work within our highly disruptive business model

Why Kogan.com?

• Work with an incredible team to solve important challenges, helping to drive Australia and New Zealand's eCommerce future
• Your role has a lot of ownership, autonomy and little red tape
• You'll be empowered to achieve positive outcomes and your work will have a real impact
• You'll be at the forefront of the eCommerce industry with us and be part of a company that are the pioneers of eCommerce in Australia
• Be an Intrepreneur, playing a hands-on role in shaping our strategy at our HQ
• A range of employee benefits such as complimentary Kogan First Membership, team exclusive discounts, Health & Wellness program, Learning & Development and Lunch & Learns, Hackathons, Team member referral program, Company and team events and celebrations, community engagement (volunteering) and extensive career development opportunities plus loads more

To apply

Express your interest in this opportunity by uploading your CV and Cover Letter, outlining your interest in the position and how you think you can help grow the Kogan business.

Hot tip, generic Cover Letters won't cut it here Stand out with an application that shows a deep knowledge of the Kogan.com business and how we operate, to allow yours to be looked upon more favourably.

Innovative thinking got our business to where it is now, so it makes sense that we look for like-minded problem solvers As a first step to our process, all new candidates will be sent testing, so be sure to keep an eye out for it

About Us

We're Kogan.com, pioneers of eCommerce in Australia.

At Kogan.com we offer rewarding careers, where you build your skills, are mentored by the best in the industry and get to share your expert knowledge in an innovative company where your ideas and opinions count. You get to solve important challenges to drive eCommerce's future, and do it with a great team culture and benefits.

Join Kogan.com to master your craft, do your best work, make a real difference and work with the best. At Kogan.com, your work will have an immediate impact on transforming the Australian and New Zealand retail environment.

Heads up

Kogan.com is a fast-paced business - our vacancy close dates are subject to change. We will assess applications as they are received, so don't wait to apply

All new Kogan.com team members are required to undergo a National Police Record check and must have full-time Australian working rights