Job Description
Jetstar thrives on innovation! We are always looking to employ ambitious and proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice.
As the Senior Knowledge and Training Specialist you will be responsible for designing and when required delivering training across the Customer Care Group with a key focus on identifying continuous improvement across varied projects. The role will include: Training Design and Delivery, Continuous improvement training based on data trends, gap analysis (preferably using Lean Six Sigma (LSS) methodology), Maintenance of LMS, product catalogue and content, Knowledge Management and Quality Assurance
Key responsibilities of this role include:
- Project Manage the development and delivery of training content using the latest technology for any product/policy/technology change/updates.
- Focus on uptake of information and speed to competency of the agents in understanding training content and communication updates.
- Design and ensure version control of Induction Training and for all Customer Support training programs for all JBA’s and Jetstar Lines of Business related to Contact Centres.
- Update and maintain version control of user guides for key systems used by Contact Centre staff i.e., Salesforce, Skyspeed.
- Participate in the development and management of content on the LMS for Contact Centre Training.
- Design and deliver continuous improvement training based on data trends and gap analysis (preferably using lean six sigma (LSS) methodology).
- Define and deliver strategies to increase First Contact Resolution / CSAT and ASAT.
- Champion customer service improvement initiatives ensuring alignment across the Jetstar Group for a consistent customer experience.
- Support content uploads to the knowledge management system, ensuring content is up to date.
- Review concepts to simplify system update process and ability for content to be available and relevant to the wider Jetstar Group
- Provide support to the Quality Assurance program by providing insights into agent/team leader performance on interactions with a view to continuous improvement.
- Participate in regular Quality Calibration sessions (both verbal and written) across all areas of Customer.
- Ongoing management of the Quality Assessment form to ensure that the form is accurate, weighted accordingly, and amended as needed.
- Providing technical advice to Team Leaders on Quality Assessments.
Experience:
- Certificate IV in Training and Assessment is preferred
- Strong knowledge and understanding of a Contact Centre environment, preferably experience working within Aviation
- Customer and delivery focussed with exceptional stakeholder management skills
- At least 1 years’ experience in behavioral/ technical training design and facilitation
- At least 12 months prior experience within at a Team Leader level within a Customer Care environment
- Experience with coaching towards agreed KPIs and behaviours
- Experience with Navitaire’s reservation system New Skies® is preferable
- Experience with Microsoft Dynamics CRM is preferable, and an advantage
- Experience with undertaking learning needs analysis
- Experience in coordinating and developing training content and documentation
About Us
The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Since launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 200 million passengers. Collectively we now offer more than 4,200 flights a week to more than 80 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 120 aircraft.
Culture
Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.
Our Benefits
Team members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.
Applications Close: Monday 7th April 2025
Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.
