Training & Quality Assurance Specialist - Hybrid

19 hours ago

Parramatta, Australia Sydney Water Full time

**Work options**: Hybrid
**About the Role**

Help shape exceptional customer experiences through impactful training and quality assurance. Sydney Water is seeking a dedicated and experienced **Training & Quality Assurance Specialist**to lead the delivery of technical training and quality assurance initiatives within Business Connect, People & Governance. This role is key to ensuring our people are equipped with the knowledge, skills, and confidence to deliver outstanding service to our customers.

**Key Responsibilities**
- Deliver engaging and effective training programmes across Business Connect
- Conduct learning needs analyses and assess capability requirements to inform training design
- Develop structured learning pathways for staff within Business Connect and across various business units
- Support recruitment and ensure cultural alignment of new starters
- Maintain accurate training records in Compass (Super User)
- Work with PLC to design & deliver training modules relevant to business areas as per the Training design & delivery methodology
- Identify and work with Subject Matter Experts (SMEs) to provide relevant training and advice when required
- Assess and improve the quality of service and delivery standards through call and ticket monitoring, ensuring compliance with procedures.
- Evaluate the overall service provided within Business Connect across all our channels to maintain high standards of customer satisfaction.

**Skills and Experience**
- Proven experience in training delivery, learning design, and quality assurance within a customer service environment
- Strong analytical and communication skills, with the ability to translate insights into action
- Experience working with learning management systems and knowledge tools
- A collaborative approach and the ability to influence and engage stakeholders at all levels
- A commitment to continuous improvement and customer-centric thinking
- A background in contact centres or shared services is highly desirable
- Experience working on any of the following platforms will be highly regarded: ServiceNow, Genesys, or Dayforce

**Essential Requirements**:
**Closing Date: 17 June 2025 11:59pm AEST.**

**Dive into Our Great Benefits**

**Competitive Compensation**:We’ll ensure that your skills and contributions are valued and rewarded appropriately.

**Hybrid Work Environment**: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.

**Continuous Professional Growth**:We will invest in your career with leadership and development programs to propel your success.

**24/7 Wellbeing Support**:Access for you and your family to free and confidential mental health and general health support through our EAP portal.

**Discounted Private Health Insurance**:Unlock affordable access to top-tier health coverage with our discounted insurance plans.

**Family First**: Prioritise your family with up to 18 weeks of fully paid parental leave and a generous childcare allowance.

**Fitness Passport**:Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.

**Novated Leasing**:Get in the driver's seat of your financial future with our novated lease options.

**Working at Sydney Water**

**Please see Job Profile for the role’s full accountabilities.

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