About the Role 

Help shape exceptional customer experiences through impactful training and quality assurance. Sydney Water is seeking a dedicated and experienced Training & Quality Assurance Specialist to lead the delivery of technical training and quality assurance initiatives within Business Connect, People & Governance. This role is key to ensuring our people are equipped with the knowledge, skills, and confidence to deliver outstanding service to our customers. 

Key Responsibilities 

• Deliver engaging and effective training programmes across Business Connect 
• Conduct learning needs analyses and assess capability requirements to inform training design 
• Develop structured learning pathways for staff within Business Connect and across various business units 
• Support recruitment and ensure cultural alignment of new starters 
• Maintain accurate training records in Compass (Super User) 
• Work with PLC to design & deliver training modules relevant to business areas as per the Training design & delivery methodology 
• Identify and work with Subject Matter Experts (SMEs) to provide relevant training and advice when required 
• Assess and improve the quality of service and delivery standards through call and ticket monitoring, ensuring compliance with procedures.  
• Evaluate the overall service provided within Business Connect across all our channels to maintain high standards of customer satisfaction. 

Skills and Experience 

• Proven experience in training delivery, learning design, and quality assurance within a customer service environment 
• Strong analytical and communication skills, with the ability to translate insights into action 
• Experience working with learning management systems and knowledge tools 
• A collaborative approach and the ability to influence and engage stakeholders at all levels 
• A commitment to continuous improvement and customer-centric thinking 
• A background in contact centres or shared services is highly desirable 
• Experience working on any of the following platforms will be highly regarded: ServiceNow, Genesys, or Dayforce 

Essential Requirements: 

• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. 

Closing Date: 17 June 2025 11:59pm AEST. 

Please advise if you require any adjustments to actively participate in the application and recruitment process. Please contact Angela.Nguyen@sydneywater.com.au for any further information. 

Dive into Our Great Benefits!  

Competitive Compensation: We’ll ensure that your skills and contributions are valued and rewarded appropriately.  

Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.  

Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.  

24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.  

Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.  

Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a generous childcare allowance.  

Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.  

Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.  

Working at Sydney Water   

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 veterans.  

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a Live Hire talent profile in our Talent Community.  

We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with Live Hire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application. Please note as part of the application process, you will be asked to undergo background checks which includes a criminal history check.  

Please see Job Profile for the role’s full accountabilities.