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Quality and Training Team Lead

LocationGracefield, Wellington 5010 - New Zealand
Work TypeFull time
Positions1 Position
Job no: PHGXP
Category: Call Centre & Customer Service
  • Join a high performing, energetic and collaborative team
  • Competitive remuneration & great company benefits
  • Based in our Head Office at Gracefield, Lower Hutt

About the Role

Join the DuluxGroup team in Gracefield, Lower Hutt, as our Quality and Training Team Leader and use your exceptional leadership skills to support our team of trainers and QA officers in delivering exceptional service. You will also be a representative of DuluxGroup in the Contact Centre industry, identifying trends and opportunities to improve in line with the market.

This role will involve you overseeing and assisting the QA/Training team in their day to day activities. You’ll be working to ensure they provide a high level of service that meets our training and quality requirements, enabling us to continue to meet our customers’ expectations. Day to day you’ll be:

  • Leading and coaching a small team to ensure excellent delivery of business support
  • Monitoring team KPI’s and development plans
  • Delivering Quality programmes across our customer interaction platforms
  • Planning the creation, delivery and maintenance of training to our customer service team & the wider DuluxGroup business
  • Analysis and trending of centre results
  • Developing and implementing remedial action plans as required
  • Driving continuous improvement initiatives to ensure we provide efficient and effective training and customer experience
  • Building relationships with a wide range of internal and external stakeholders

Skills and Experience

This is a busy role, so you’ll need to be people focused, have strong written and verbal communication skills and bring a continuous improvement focused mindset to succeed. An analytical approach and solid influencing skills will also be key. Other skills and experience include:

  • Quality Assurance and/or training experience
  • Proven people leadership skills and experience
  • Customer service experience – ideally contact centre based
  • Adult Education qualification (such as New Zealand Certificate in Adult and Tertiary Teaching) will be highly advantageous

In joining our friendly team you’ll be part of a group who are passionate and proud of what they do, enabling you to drive your career forward.

Why DuluxGroup?

As a member of our team, you'll unleash your potential, grow, achieve, and thrive with us.

We offer a fast-paced work environment that values collaboration, rewards high-performance, and inspires innovation.

But it's not just about the work - it's also about the people.

At DuluxGroup, we foster a culture of inclusion, diversity, and flexibility. We care about your wellbeing, and we prioritise your safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.

If you're ready to join a compassionate and collaborative workplace, your opportunity starts here. 

DuluxGroup is proudly an equal opportunity employer. Talent is our only criteria. Let us know by emailing Duluxcareers@duluxgroup.com.au if you require any adjustments to the recruitment process so we can support you to present your best self.  

Benefits                                                                                               

  • Life, total permanent disability, and Health Insurance (medical and surgical cover) 
  • Give back to the communities in which we live and work, with our “Community Action Day” and other programs
  • 20 weeks paid parental leave (primary carers) topped up to your normal pay and 2 weeks paid partner leave available after 6 months
  • We will match up to 4% of your salary to Kiwisaver
  • Enjoy generous discounts on both DuluxGroup products and through our corporate partnerships.
  • Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support     

Realising your full potential starts here

At DuluxGroup, we believe in the power to 'Imagine a better place', and we want you to be a part of it!

You'll work with iconic, trusted household brands with a 100+ year history, have the stability of working for a global company and your work will have a real impact. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.

DuluxGroup is made up of six main business areas comprising of 50 well recognised brands, this opportunity sits within our Dulux Paints and Coatings business. Dulux Paints and Coatings is New Zealand’s leading marketer and manufacturer of premium branded decorative paints, woodcare coatings and texture coatings. 

Applicants must have sufficient working rights for this role.

Apply today!