Capability Support Specialist
Australian Ethical Investment
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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About the role
- Maintain full ownership of the Knowledge Management System.
- Update existing resources in response to feedback, system changes or regulatory updates.
- Create new articles, workflows, guides and reference materials as required.
- Conduct periodic reviews of all content to ensure accuracy, usability and relevance.
- Identify opportunities to improve knowledge structure, accessibility and design.
- Lead and coordinate the induction program for new starters within the Client Services team.
- Develop and deliver upskilling programs for existing team members based on business and individual needs.
- Ensure all training materials and content remain current and compliant with regulatory or process changes.
- Collaborate with subject-matter experts and leadership to identify capability gaps and maintain a skills matrix.
- Conduct regular quality monitoring of customer interactions, including calibrations.
- Identify recurring pain points, process gaps and behavioural trends, and propose solutions.
- Provide timely feedback to leaders on performance themes and potential improvement areas.
- Actively look for opportunities for the Client Services team to engage new and existing members.
Requirements
- 2+ years’ experience in a contact centre environment within a training, knowledge management, or quality assurance focused role
- Demonstrated experience managing or maintaining a Knowledge Management System, including updating content, creating new resources, and conducting regular reviews for accuracy and usability.
- Experience using livepro or other KMS platforms, Salesforce and NICE telephony (desirable)
- A background in developing engaging training content and facilitating induction, upskilling, or capability programs for frontline teams
- Familiarity with quality monitoring frameworks, including call review, calibrations, and identifying trends or improvement opportunities.
- Alignment with our core values—authenticity, action, connection, curiosity, and empathy.
Benefits
- A competitive salary, including short-term and long-term incentives including access to an Employee Share Plan
- Flexible work arrangements
- Wellbeing program that includes an extra 5 days of leave above statutory requirement
- Purpose aligned volunteer days
- 20 days paid annual leave with an additional 3 paid days of annual leave over the Christmas period
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Knowledge Management Systemcontent creationquality monitoringtraining content developmentinduction program facilitationupskilling programsprocess improvementskills matrix maintenancecalibrationstrend identification
Soft Skills
leadershipcollaborationcommunicationproblem-solvingfeedback provisionengagementcuriosityempathyauthenticityaction