Quality and Training Officer

A little bit about the role

The Customer Connect team prides itself on playing a front facing role in line with the customer Experience Improvement Strategy to achieve exceptionally high customer satisfaction. The Quality and Training Officer works collaboratively with Customer Connect, the Customer Operations Team and employees across Council to strengthen service capability and support the delivery of an exceptional customer experience.

In this multi-skilled role, the Quality and Training Officer will review and monitor customer interactions and feedback to identify coaching, training and improvement opportunities. This key role will develop and deliver training modules, undertake quality evaluations in line with the Customer Connect Quality Framework, and help maintain accurate and reliable knowledge management content.

Key responsibilities include:

• Conducting quality evaluations in line with the Customer Connect Quality Framework.
• Identifying coaching and training opportunities through customer interactions, feedback and quality review processes.
• Developing, coordinating and delivering engaging face-to-face and virtual training for Customer Connect and wider Council audiences.
• Supporting continuous improvement initiatives that enhance customer satisfaction and service consistency.
• Maintaining knowledge management content to ensure information is accessible, reliable and up to date.
• Working professionally with internal and external stakeholders, including consultants, vendors and service providers where required.

A little bit about you

You will have contemporary contact centre experience, strong communication skills and a practical understanding of quality, training and knowledge management practices. You will be confident in engaging with diverse stakeholders, sharing knowledge, providing objective feedback and tailoring training materials to suit different audiences.

To be successful in this role, you will have:

• Demonstrated experience developing, coordinating and delivering training in a contemporary contact centre environment, face to face and virtually

• A working knowledge of Agile methodologies preferably in the context of a Contact Centre.

• Demonstrated ability to build capability by coaching, educating and sharing knowledge with others.

• Strong planning, prioritisation and self-management skills, with the ability to manage competing demands.

• Sound judgement, initiative and resourcefulness, with the ability to work effectively as part of multidisciplinary teams.

• Experience using customer request management systems, knowledge management systems, corporate systems and Microsoft Office applications.

• Highly developed written and verbal communication skills and a collaborative approach to problem solving.

• A qualification in training or relevant experience in teaching, training, assessment.

Want to know more

You can connect further and gain a better insight into this opportunity by reviewing the Position Decription.

Employment requirements

• Applicants must have the right to work in Australia
• Preferred applicants will be required to undergo a National Police Record Check

How to apply

If you are passionate about customer experience, continuous improvement and building the capability of others looking to make a meaningful contribution, we would love to hear from you. Please submit your application online via the ‘Apply’ button.

All applications must be made via the online portal by Thursday 10 September 2026 at 11.59pm. No applications direct to the hiring manager or from recruitment agencies will be considered.
For a confidential discussion about this position pleasecontact David Leonard, Coordinator Customer Operations via email [email protected]

If you want to know more about the benefits of working for the City of Boroondara, please visit our careers website borooondara.vic.gov/careers