Learning and Quality Lead

Learning and Quality Lead

• Location – Canberra
• Salary - $103,905 plus 15% superannuation
• Ongoing, Full-Time
• Work for ACT’s most iconic brand

Are you passionate about creating exceptional customer experiences through impactful learning and quality programs? Do you thrive in dynamic environments where coaching, collaboration, and continuous improvement are key? If so, we’d love to hear from you!

At ActewAGL, we’re proud to be a local leader in the energy sector, and our Contact Centre team plays a vital role in delivering outstanding service to our customers. As our Learning and Quality Lead, you’ll be at the heart of this mission—driving excellence across every customer touchpoint.

About the role

As the Learning and Quality Lead, you are responsible for the coordination and successful delivery of all aspects of the Contact Centre learning and quality assessment programs. 

You will:

• Oversee Contact Centre learning activities and competency assessments
• Administer and enhance the Competency Framework
• Work with key stakeholders to design and deliver training for new and existing staff
• Implement and maintain quality assessment programs
• Maintain learning materials and knowledge systems
• Support recruitment and onboarding processes
• Ensure compliance with regulatory and operational standards
• Provide insights to support coaching and performance improvement

What you’ll bring

• Minimum 2 years’ experience in training and quality
• Certificate IV in Training and Assessment or equivalent
• Experience in learning design and delivery
• Strong understanding of contact centre operations
• Proficiency in Microsoft Office, CRM systems, Gentrack Velocity and telephony systems.
• Proven ability to lead teams by setting clear expectations and motivating performance under pressure.

Why Join ActewAGL?

We’re committed to supporting our people with:

• Ongoing professional development and access to LinkedIn Learning
• Discounted gym memberships and free annual flu vaccinations
• On-site physiotherapy and wellness resources
• Income protection up to 3 years
• Reward and recognition programs

Ready to Apply?

If you’re ready to take the next step in your career and make a difference in the energy industry, we’d love to hear from you. Please log onto our recruitment portal and submit your cover letter and resume outlining the experience, qualifications, and capabilities you can bring to the role.

If you have any questions or want to chat about the role before applying, feel free to contact Macy Dkhar on recruitment@actewagl.com.au

Please note emailed applications will not be accepted

Closing Date : 29 September 2025

We are an Equal Opportunity Employer who embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds, and encourage applications from women, Aboriginal and Torres Strait Islander people, people with disability, people that identify as LGBTQIA+, and people from culturally and linguistically diverse backgrounds.