Training & Quality Assurance Specialist- Workforce Optimisation Team

EA 13 $140,108.04 base salary plus superannuation 38 hour working week 19-day month 12-month Fixed Term Contract About the Role Are you a training superstar looking for an exciting new challenge in a team of dedicated and passionate professionals? We have the opportunity for you We are looking for a Training and Quality Assurance Specialist to join our Workforce Optimisation Team—a group of energetic, focused individuals who support and enhance performance across the Customer Experience Group. We are a growing team with an exciting pipeline of work to be delivered over the next year. We work primarily with our in-house contact centre and growing list of customers. Start 2026 with a business that appreciates and values your skills Key Responsibilities In this role, you’ll contribute to a wide range of impactful initiatives, including: Delivering tailored training across multiple business units to support the successful implementation of the new telephony uplift project. Analysing real-time customer feedback to identify trends and improvement opportunities and sharing insights with key stakeholders. Be a driver of change. Creation of digital, training content via online programs. Maintaining and updating our knowledge management tools Confluence and Genesys. Leading and supporting process improvement projects. Managing the quality assurance framework and coaching to drive performance and engagement with the framework. Conducting training gap and learning needs analyses and designing and delivering effective training programs. Onboarding, coaching, and training new team members. Collaborating with other teams within the Customer Experience Group. Communicating clearly and professionally, both verbally and in writing. About You To succeed in this role, you will bring: Strong interpersonal, problem-solving, and conflict resolution skills. Proven strategic and critical thinking abilities. Experience in training and coaching staff. Excellent planning and organisational skills, with the ability to work both independently and collaboratively. A proactive, team-oriented mindset with genuine passion for helping others and driving positive outcomes. Ready to Apply? If you’re excited about working in a proactive environment focused on process improvement, coaching, knowledge sharing, and training—we want to hear from you Please submit your resume and a cover letter responding to the following questions: 1. Why should you be considered for this role? 2. What skills and experience will you bring to the role? Tell us about your experiences in customer service training focusing on any contact centre work you have done. 3. How do you tailor your training style based on the audience and material? Provide an example of a time when you had to use multiple approaches to deliver the same material to diverse audiences or situations. Closing date: 11th January 2026 Please advise if you require any adjustments to actively participate in the application and recruitment process. You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. Working at Sydney Water At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. Our vision is to create better lives through world‑class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world. We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veteransp> Please see the job profile for the role’s full accountabilities. #J-18808-Ljbffr