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About the Role

As a Learning and Quality Advisor, you will play a key role in onboarding new team members and driving ongoing capability development across our Customer Operations teams. You’ll lead training initiatives, support continuous improvement through quality assurance programs, and collaborate across the business to ensure our people and practices meet operational and compliance standards.

Key Responsibilities:

• Facilitate induction training for new Customer Service employees, ensuring an engaging and informative experience.
• Deliver upskilling and capability development programs to enhance team performance across Customer Operations.
• Collaborate with internal stakeholders through workshops and needs analysis to design and implement engaging online learning modules and courses.
• Work cross-functionally with teams across the business to align training with new product launches and process changes.
• Partner with Compliance and Legal to ensure learning materials and practices meet regulatory and organisational requirements.
• Communicate regularly with department leaders to identify learning opportunities and provide updates on training initiatives.
• Conduct research and analysis to identify skill gaps and areas for capability uplift.
• Develop learning compliance reporting and use insights to support data-led decision-making.
• Support quality assurance programs by monitoring and reviewing customer interactions across Contact Centre, Safer Gambling, Fraud, and Premium teams.

About You

• Strong knowledge of contact centre platforms (Zendesk experience preferred).
• Advanced proficiency in Microsoft Office, Adobe Suite, Articulate 360, and Maestro.
• Proven experience designing, building, and implementing learning frameworks and training content for diverse audiences.
• Skilled in business writing and crafting clear, effective communications for a range of stakeholders.
• Strong interpersonal and stakeholder management skills with a collaborative working style.
• A confident communicator with the ability to influence and engage across levels.
• Customer-first mindset with a passion for improving the customer experience.
• Naturally curious – you challenge the status quo, seek better ways of working, and drive innovation.
• You’re resilient and solutions-focused, supporting others and embracing continuous improvement.
• Enthusiastic about learning and growth – both for yourself and those around you.