Quality and Training Coordinator

About Us

Forward Ability Support is a not-for-profit organisation with 60 years history of providing key services to people with spinal cord injuries or similar related health conditions. We are driven to make a brighter and more positive future for our community by supporting people with spinal cord injuries to live their best life. As an organisation we are looking for people who take pride in their work and are committed to excellence.

BrightSky Australia is the social enterprise of Forward Ability Support and services the ageing and disability sector with medical consumables and equipment across Australia to the home, businesses and government. All profits go towards supporting Forward's community programs.

About the Role

This is a newly created Permanent, Full-Time (37.5 hours per week) role suited to someone who can bring across their experience in training, quality and customer service excellence. You'll be implementing QA processes, coaching plans and training programs for the team. This role plays an important part in shaping customer experience and building the capability of our team through:

• Developing and maintaining quality standards to ensure a consistently high level of customer service.
• Monitoring and assess service quality through call evaluations, customer feedback analysis and performance assessments via Zendesk QA.
• Identifying areas of improvement and implement new initiatives to enhance service delivery.
• Assisting in the coaching of Customer Support Consultants.
• Reviewing and enhance the onboarding and training programs.
• Creating and maintaining knowledge resources and FAQs.

What We're Looking For

This role would suit someone who enjoys a fast-paced and varied work environment. You should be able to demonstrate to us:

• Proven experience in a customer service quality or training role within a contact centre.
• Strong understanding of quality assurance methodologies and customer service best practices.
• Excellent communication and facilitation skills.
• Passion for shaping positive customer experiences.
• Willingness to complete a National Police Check, NDIS Worker Screening Check, and pre-employment health questionnaire.
• Full Australian Work Rights.
• Cert IV in Training and Assessment (not essential)
• Knowledge of NDIS, healthcare or e-commerce customer service environments (not essential)

*Internal applicants of Forward and BrightSky must inform their current Manager of their intention to apply for a role before submitting their application*

Enjoy the Benefits

• Meaningful Impact: Be part of a for-purpose organisation where your contributions truly make a difference, supported by leaders and teams aligned with a common goal.
• Flexible and Hybrid Work Options: Opportunity to work Mon-Fri or join our team's 4-day work week.
• Attractive Salary Packaging: Access generous Not-for-Profit benefits of up to $15,900 in general living expenses and $2,650 for meals and entertainment.
• Great Location: Work from our Newington office – well-connected by public transport and convenient all day parking.
• Employee Wellbeing Support: Benefit from our Employee Assistance Program, offering professional counselling and wellbeing resources for you and your immediate family.
• Extra Leave Benefits: Additional 2 days annual Forward Leave, 4 weeks paid Parental Leave, and access to Long Service Leave after just 5 years of continuous service.

If you're ready to take on this rewarding role and contribute to our team, apply now

Forward Ability Support is an EEO Employer and people from culturally and linguistically diverse backgrounds are encouraged to apply. Successful applicants will be required to consent to a National Police Check, NDIS Worker Screening Check, pre-employment health questionnaire and reference checks.