Contact Centre Trainer

Who is Audika?

#LI-ALOB #audika_Australia #LI-HYBRID

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

In Australia, Audika has over 350 clinics who provide hearing services to our valued clients.  We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

Responsibilities

We are seeking a dynamic and experienced Contact Centre Trainer to join our Contact Centre team. The successful candidate will be responsible for designing, delivering, and evaluating training programs that enhance the skills and knowledge of participants across various levels. The Trainer will ensure the training aligns with organisational goals and industry standards while fostering a supportive and engaging learning environment.

• Develop and deliver high-quality training programs tailored to the needs of diverse learner groups, ensuring alignment with the Australian Qualifications Framework (AQF) and relevant industry standards.
• Conduct needs analysis to identify training gaps and opportunities for improvement within the organisation.
• Facilitate engaging workshops and training sessions, employing a variety of instructional techniques and assessment methods to enhance participant learning outcomes.
• Evaluate the effectiveness of training programs through participant feedback, assessments, and performance metrics, making necessary adjustments to improve future training initiatives.
• Collaborate with subject matter experts and stakeholders to curate training content that meets industry best practices and regulatory requirements.
• Maintain up-to-date knowledge of industry trends, training methodologies, and technologies to continuously enhance personal and organisational training capabilities.
• Provide coaching and mentoring to participants, fostering a culture of continuous improvement and professional development.
• Ensure compliance with organisational policies and procedures, including health and safety regulations.

You'll be successful in this role if you have:

• Relevant qualification in Adult Education, Training and Assessment (TAE40116 or equivalent).
• Proven experience in a Contact Centre Training role within the Health Care Service Industry (preferred).
• Strong understanding of the Australian training landscape, including vocational education and training (VET) standards and practices.
• Excellent communication and interpersonal skills, with the ability to engage and motivate learners from diverse backgrounds.
• Demonstrated ability to design and implement effective training programs and assessment tools.
• Proficient in using technology and learning management systems to enhance training delivery and participant engagement.
• Experience with e-learning development tools and online training platforms.
• Strong organisational and time management skills, with the ability to manage multiple projects simultaneously.

What's in it for you:

• Permanent Full Time role in an established global organisation
• Competitive salary and benefits package 
• Supportive and collaborative work environment 
• Professional development through clear career path and professional training
• MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia
• Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life
• Employee Assistance Program
• Birthday and Christmas gifts

Our Values:

Audika is proud to have a diverse and inclusive culture that acknowledges and respects our employees.

We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products. 

We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed.

We create trust! We are Team-players! We create innovative solutions! We apply a can-do attitude in everything we do.