Over the past 30 years, we’ve grown from humble beginnings with a single computer to a global technology company (ASX-300 listed company, JIN). Partnering with over 15,000 good causes worldwide and helping raise more than $260 million last financial year. Innovation isn’t just part of what we do; it’s who we are.

We develop cutting-edge solutions empowering our lottery and not-for-profit partners to raise funds for their vital causes. We believe in fostering an environment where talented people can innovate, grow, and have fun.

What You’ll Be Doing

You'll play a key role in improving team performance through quality assurance, coaching, and operational training in a contact centre environment. Working closely with the Customer Support Manager and People & Culture team, you’ll support onboarding, deliver targeted coaching, and help embed a quality-first culture across the team.

You’ll also contribute to refining our QA framework, including supporting the integration of AI tools, and use performance data to identify and act on improvement opportunities.

Your Day-to-Day

Conduct regular QA reviews of support interactions across phone, email, and chat using Zendesk and Google Docs

Run one-on-one feedback sessions with team members to address QA findings and coach for improvement

Extract and compile performance data from Zendesk for weekly/monthly reporting and trend analysis

Monitor and report on training effectiveness and quality outcomes to inform continuous improvement

Identify process gaps through QA reviews and support initiatives to improve efficiency and consistency

Assist with onboarding and deliver practical, role-specific training to new hires

Keep training content and knowledge base articles up to date and aligned with current processes

Collaborate with leaders across Operations, Engineering, and Product to enhance support capabilities

Support the use of AI tools for quality monitoring and performance analysis

What You’ll Bring

Experience in a contact centre or customer support setting, with strong knowledge of frontline operations

Confidence in delivering feedback and coaching based on QA results

High attention to detail and a focus on process consistency and service quality

Familiarity with QA frameworks and hands-on experience with tools like Zendesk, Google Sheets, and Confluence

Comfortable working with data and performance metrics to guide decisions

Clear communicator who builds trust and engages effectively with team members and stakeholders

Strong organisational skills and ability to manage priorities in a fast-paced environment

Proactive and adaptable, with a continuous improvement mindset

Experience in a QA, coaching, or training support role is a bonus

Salary Banding: $70,000 to AUD 85,000 per annum+Super

Our Ways of Working

At Jumbo, we value balance and flexibility. Based in Brisbane and working out of our Head Office, this role is required to be in the office 5 days per week, Monday to Friday to deliver its outcomes. We also offer flexible working hours, with core collaboration times from 10 AM to 2 PM, allowing you to design a schedule that suits your life.

Why Join Jumbo?

At Jumbo, our team thrives because we invest in our people. Here’s what you can expect from us;

A short-term incentive program that rewards your contributions, dependent on company performance.

Access to our Employee Assistance Program, providing counselling and coaching.

Award-winning talent management programs for career growth and skill-building.

Onsite chefs (Brisbane) offering fresh, gourmet lunches daily and breakfast twice a week.

A social culture, with activities like lunchtime chess, corporate games, soccer, Friday socials, and events celebrating diversity and inclusion.

Generous parental leave: 14 weeks of paid leave for primary carers and 4 weeks for partners.