Quality and Training Manager in Manchester, United Kingdom

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