AU Training & Quality Specialist (night shift)

Looking for your next challenge in IPF Digital? 😊

We are excited to offer a fantastic opportunity for a Training & Quality Specialist! Join our vibrant team of night shift workers and become the backbone of support for our Australian customers.

As our Training & Quality Specialist, you will support our Training & Quality Lead to boost our Customer Care team's performance by ensuring that the team members have adequate product and process knowledge. You play a critical role in supporting the Australian Training & Quality Lead with quality assurance, suggesting training plans, delivering Customer Care (Loan handlers, Inbound, Hardship, Reminders, and Payment Agents) team trainings/coaching sessions and tracking their development plan.
You will do this with personality, flexibility, customer focus and a desire to continuously learn and improve our processes.

What You'll Do:

• Organise and deliver training programs for new and existing AU Customer Care employees, ensuring alignment with business needs;
• Create training materials and assess employees' skills, performance, and productivity in customer service, loan handling, and payments;
• Monitor transactions' quality, ensuring accuracy, timeliness and that all work is completed in line with Service Level Agreements;
• Provide constructive feedback and guidance to Customer Care teams;
• Analyse reports to identify quality trends and share insights with the operations teams;
• Initiate and maintains internal communications of quality issues;
• Review and resolve customer satisfaction issues;
• Keep Customer Care manuals and guidelines up to date;
• Ensure team KPIs are met;
• Additional duties may be assigned as the business changes and expands.

We are looking for candidates with:

• Good understanding of CRM best practices;
• Fantastic communication and feedback skills;
• Flexible mindset and open to changes and improvements;
• High motivation to bring their attention to detail to best practice. 

Sounds good? We would like to hear from you! 😊