Capability Support Specialist

Australian Ethical

7h

About The Position

The Capability Support Specialist plays a pivotal role within our Client Services (contact centre) team, driving excellence in knowledge management, training, and quality to uplift our customer service capability. As a trusted partner to operational leaders, you will ensure the team has access to accurate, up‑to‑date information and the skills required to deliver outstanding customer experiences.

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.
• 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.

Nice To Haves

• Experience using livepro or other KMS platforms, Salesforce and NICE telephony (desirable)

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed