• Exciting opportunity working within the Disability Community
• Flexible working environment
• Working with cutting edge user technology
• Fixed term contract of 2 years

Spinal Cord Injuries Australia (SCIA) is a for purpose organisation working for people with spinal cord injury (SCI) and other neurological conditions.  We are passionate about continually improving our service offerings and driving innovation to provide maximum opportunity for those lives affected by traumatic injury. Our mission is simple - to create a world where people with spinal/neuro conditions and their loved ones thrive.

SCIA was founded by people with Spinal Cord Injuries.  At present, people with a disability make up over 25% of our staff, and a majority of our Board. We pride ourselves on these statistics. Transport for NSW has recently appointed SCIA to provide the 24/7 Centralised Booking Service (CBS) for Wheelchair Accessible Taxis (WATs) in metropolitan Sydney – meaning that people with disabilities will soon be able to book a wheelchair accessible taxi using a service staffed by an organisation that supports people living with disabilities. Successful applicants will have the opportunity to work from home with flexible shifts that can accommodate existing commitments. This is an exciting opportunity for people with a disability to draw on their lived experience in the workplace.

About the role

The Quality and Training Officer position is critical to ensuring that our newly created team are supported to deliver exceptional service to customers, drivers and Taxi Service Providers (TSPs).  The position will work with the Contact Centre Manager and our technology partner to establish clear processes and procedures, a quality assurance framework, and conduct an ongoing training program for the team of customer service representatives.

Key duties include:

• Establishing a quality assurance framework with the Contact Centre Manager
• Implementing metrics to track quality
• Providing group and one-on-one training to team members in line with the training and development framework
• Be responsive and transparent with the Contact Centre Manager and key stakeholders with respect to contract service delivery
• Identify, raise, and implement opportunities for continuous improvement

To be suitable for this position you will have the following skills and attributes:

• Proven experience establishing contact centre training and quality assurance
• Excellent understanding of contact centre technology
• Highly developed interpersonal skills
• Strong written and verbal communication
• A high degree of flexibility, adaptability and willingness to learn and grow
• Advanced Microsoft Office skills including Word, Outlook, Teams, Excel and PowerPoint 
• A current drivers licence and own vehicle – must be comfortable with conducting home visits for one-on-one training where required
• People who have first-hand experience of living with a disability or a family member living with a disability are strongly encouraged to apply

As a SCIA employee you will be entitled to a number of benefits including access to PBI Fringe Benefits packaging and access to our health and well-being package.

The position is a maximum term 2-year contract and is to be worked full-time, 37.5 hrs per week.

If you are interested in this rewarding and challenging opportunity, please use the “Apply now” function. Only applications via this application process will be accepted. If you have questions, or would like to discuss the role prior to applying, please contact Louise Blum [email protected], using the subject line: Quality & Training Officer - Wheel Chair Accessible Taxis Service enquiry via EthicalJobs.

Successful candidates are required to complete pre-employment screening including a criminal background check.

As part of our commitment to creating a flexible, diverse and inclusive workplace, this role is open to experienced candidates seeking workplace flexibility. We invite candidates of all ages, people with a disability and Indigenous Australians to apply.