Quality & Learning Specialist

**Who is Plenti?**

Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 200 people based in Australia, Plenti is small enough so everyone can make a difference in their role, but we have very big ambitions as a team, as we go about building Australia's best lender.

Plenti is a founder led business that launched in 2014 and is now listed on the ASX, with annual revenue of over $200 million and a loan portfolio of over $2 billion.

**About the Role**:
The Quality and Learn Specialist will play a vital role in enhancing the learning and quality frameworks within the Operations team. By reducing operational errors, improving customer experience, and fostering team excellence, this role ensures the team has the tools, knowledge, and support needed to succeed. This hands-on role encompasses quality assurance, the design and delivery of training, and the ongoing enhancement of quality processes, knowledge management, and training strategies to support and sustain a high-performing team.

**Key Responsibilities**:

- Quality Management_
- Analyse quality results to identify trends, inform process improvements and enhance customer experience
- Proactively identify patterns in quality assurance results and provide actionable feedback and recommendations for improvement
- Conduct and lead calibration sessions with relevant stakeholders to ensure consistent quality standards
- Prepare and circulate quality reports to key stakeholders, highlighting performance insights and areas for focus
- Review completed audits to ensure consistency and alignment with the quality assurance methodology
- Training and Development:_
- Maintain the Learning Management System (LMS), ensuring content is accurate and up to date
- Own and update the knowledge base and documentation, making critical information accessible and relevant
- Identify training and development needs across the team and implement initiatives to address gaps
- Support team leaders in executing training and coaching plans that align with the vision of building the best possible team
- Ensure compliance with company-wide training standards and requirements

**About You**:

- 5+ years of Operations quality assurance or learning/development experience (preferably in banking or financial services)
- In-depth knowledge of operations and customer service principles, practices and processes
- Knowledge of learning management systems (LMS) customer service software, databases and CRM tools
- Outstanding written and verbal communication skills, with the ability to convey complex ideas clearly
- Strong understanding of coaching practices and techniques, with a focus on skill-building and performance improvement
- High attention to detail to ensure accuracy in reporting, documentation, and quality reviews
- Excellent interpersonal skills; able to build rapport, develop and engage team members

**What's life like at Plenti?**

Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's a place where everyone can "make it happen" and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia's financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues.

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.