Training & Quality Specialist

**Company Description**
Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.
- ** An opportunity to join in our dynamic Qantas Sales team, a high growth division**:

- ** Challenge yourself to deliver training and guidance to a high performing team**:

- ** Permanent full-time position based at our Mascot Head Office**

The **Training & Quality Specialist** is responsible for the development and delivery of learning activities for our SME, Mid-Market and Corporate Sales teams. Perform call monitoring and evaluation on sales interactions to identify areas of opportunity in customer service &/or process and procedures and in turn use these trends to design feedback, coaching and training to the individuals &/or teams based on the varying requirements; working hard to ensure coaching and training is specific. The Training & Quality Specialist plays a key role in implementing and supporting the delivery of both new initiatives and driving continues improvements. You will act as a change agent, capable of identifying, communicating and implementing change and creating a positive learning environment.

**In the role, you will be required to**:

- Facilitate individual and team training as required for employee induction, process and technology changes, new company programs and initiatives, etc
- Design and prepare training programs, materials and manuals
- Monitor interactions of sales teams to observe and identify areas of focus
- Leads calibration sessions with sales teams and stakeholders
- Present key themes and insights to senior leaders and utilise these forums to advocate and recommended process and training improvements
- Maintain strong working relationships with the Sales teams and leaders to influence to achieve positive outcomes.

**You’ll have**:

- Understanding of adult learning styles including effective existing and emerging teaching methodologies, technologies and tools
- Strong interpersonal and communication skills with a focus on collaboration and co-operation.
- Experience with CRM, Salesforce experience highly regarded.
- Experience with Quality Assurance in a call centre environment
- Experience providing feedback training and/or coaching to individuals.
- Understanding of a B2B sales
- High level attention to detail.
- Good working knowledge of Microsoft office and sales processes.
- Demonstrated ability to produce policy and process documentation and
- Ability to manage multiple priorities in a busy environment.
- Excellent organisational and administrative skills.
- Demonstrated ability to work effectively within a team in a support role.

Experience in dealing with a wide range of stakeholders

**_ Why Qantas? _**
- You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully._
- There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless._

**_ The Qantas employee benefits program offers amazing benefits that extend well beyond travel. _**
- _We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays._
- _ We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees._
- _ We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships._
- _ We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan._

**Applications close: Sunday 24**th** November 2024