Learning & Development Specialist (Training Delivery & Compliance)

About the Role

We’re looking for an experienced Learning & Development Specialist to lead the delivery of training programs across multiple customer-facing teams in an Australian contact centre environment.

This role is responsible for facilitating onboarding, upskilling, refresher training, compliance education, and QA coaching. You’ll work closely with Operations, Quality Assurance, and team leaders to ensure employees are equipped with the knowledge, skills, and coaching needed to deliver exceptional customer experiences while meeting Australian compliance standards.

Key Responsibilities

Training Delivery

• Deliver engaging onboarding, upskilling, and refresher training programs across customer service, technical support, retention, collections, complaints, and digital support teams.
• Facilitate both in-person and virtual training sessions.
• Conduct train-the-trainer sessions for team leaders and subject matter experts.
• Identify training needs in collaboration with Operations and Quality teams.
• Track training completion, participant progress, and overall training effectiveness.
• Support onboarding and training for remote and offshore employees.

Compliance & Process Training

• Deliver training related to Australian telecommunications customer service and compliance requirements.
• Facilitate training for financial hardship, collections processes, complaints handling, and customer protection standards.
• Ensure training materials remain aligned with regulatory and internal policy updates by working with relevant stakeholders.

QA Coaching & Performance Improvement

• Conduct quality assurance reviews and provide structured coaching sessions.
• Partner with QA and Team Leads to run calibration sessions and maintain scoring consistency.
• Translate QA trends into targeted coaching and refresher training initiatives.
• Escalate recurring process gaps and recommend training improvements.

Qualifications

Essential

• Experience designing and delivering training in an Australian contact centre or telecommunications environment.
• Strong facilitation and presentation skills for both classroom and virtual training.
• Experience in Quality Assurance, coaching, or performance improvement.
• Ability to translate complex operational and compliance processes into practical training.
• Excellent stakeholder management and communication skills across onshore and offshore teams.
• Strong documentation and organizational skills.

Nice to Have

• Experience using Genesys Cloud for QA evaluations and call reviews.
• Familiarity with Microsoft Dynamics 365.
• Experience using TalentLMS or a similar Learning Management System.
• Experience maintaining SOPs and knowledge base documentation in Confluence.
• Certificate IV in Training & Assessment is an advantage but not required.

What Success Looks Like

You’ll be successful in this role if you can:

• Deliver high-quality training that improves employee performance and confidence.
• Drive measurable improvements in QA scores and operational performance.
• Maintain strong compliance standards through effective training and coaching.
• Build consistent training experiences across multiple contact centre teams.