Quality and Training Manager
other jobs Appcast Enterprise
Added before 26 Days
- England,North West,Greater Manchester
- full-time
- Competitive salary
Job Description:
What We Offer
* Competitive industry salary
* Comprehensive benefits package including pension, life assurance, employee assistance program, referral scheme, and discounts on high street brands and Johnson Controls security products
* Extensive product and cross-training opportunities with excellent resources
* Supportive and collaborative team environment
* Commitment to safety through our Zero Harm policy
* Access to business resource groups
* Training on our company values
Your Role
As the Quality and Training Manager, you will oversee the quality assurance and Learning & Development (L&D) departments. Your goal is to develop, implement, and maintain quality and learning strategies to ensure a high and consistent level of knowledge and quality across the Customer Service Centre (CSC).
Your Responsibilities
* Implement and continuously improve Quality Frameworks and structures within the CSC
* Utilize quality outputs and learning assessments to develop and execute a comprehensive L&D strategy, managing the end-to-end delivery of learning activities for the Customer Service Team
* Develop and implement strategies to achieve industry-leading customer experience through effective quality management and training
* Establish and manage a quality auditing structure to ensure fair and accurate quality scoring, with appropriate reporting to drive actionable insights
* Lead, coach, and motivate a team of quality specialists, L&D trainers, and Customer Service analysts
* Ensure all KPIs and SLAs are met in alignment with Strategic Service Goals
What We’re Looking For
* Extensive experience in leading Quality Assurance divisions with a deep understanding of quality assessment models
* Proven experience in L&D management, particularly in technical training within a contact centre environment
* Strategic thinker with experience in deploying strategies in complex businesses
* Experience in fostering a culture of quality in a call centre environment
* Excellent communication, presentation, and facilitation skills
* Strong influencing abilities
#LI-Hybrid
#LI-SD1
* Competitive industry salary
* Comprehensive benefits package including pension, life assurance, employee assistance program, referral scheme, and discounts on high street brands and Johnson Controls security products
* Extensive product and cross-training opportunities with excellent resources
* Supportive and collaborative team environment
* Commitment to safety through our Zero Harm policy
* Access to business resource groups
* Training on our company values
Your Role
As the Quality and Training Manager, you will oversee the quality assurance and Learning & Development (L&D) departments. Your goal is to develop, implement, and maintain quality and learning strategies to ensure a high and consistent level of knowledge and quality across the Customer Service Centre (CSC).
Your Responsibilities
* Implement and continuously improve Quality Frameworks and structures within the CSC
* Utilize quality outputs and learning assessments to develop and execute a comprehensive L&D strategy, managing the end-to-end delivery of learning activities for the Customer Service Team
* Develop and implement strategies to achieve industry-leading customer experience through effective quality management and training
* Establish and manage a quality auditing structure to ensure fair and accurate quality scoring, with appropriate reporting to drive actionable insights
* Lead, coach, and motivate a team of quality specialists, L&D trainers, and Customer Service analysts
* Ensure all KPIs and SLAs are met in alignment with Strategic Service Goals
What We’re Looking For
* Extensive experience in leading Quality Assurance divisions with a deep understanding of quality assessment models
* Proven experience in L&D management, particularly in technical training within a contact centre environment
* Strategic thinker with experience in deploying strategies in complex businesses
* Experience in fostering a culture of quality in a call centre environment
* Excellent communication, presentation, and facilitation skills
* Strong influencing abilities
#LI-Hybrid
#LI-SD1
Job number 1586613