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Training and Quality Manager (Call Centre Hybrid)

Job Type
8 Sep 2022
Training and Quality Manager (Contact Centre) Birmingham Hybrid working Up to £55,000 DOE We are currently supporting a key client of ours with the recruitment of a new Training and Quality Manager into their Customer Services function in their Birmingham offices. The main purpose of this role will be to own and drive the strategy for both Learning & Development and Quality Management. Leadership is a key requirement in the role as well as ability to drive strategy and manage key stakeholder relationships. Making sure learning, development and quality performance are aligned and embedded into our clients operations strategy is a key priority for this role. In this role you will need to lead and manage the team to deliver best-in-class and modern learning into the workplace. Keeping on top of the external landscape and scanning the environment for the workplace learning of tomorrow will be important to your success. Job Purpose: Be responsible for the delivery of a learning and development strategy for a number of UK clients. Be responsible for creating a learning environment that delivers an engaging experience. Utilising digital solutions to create efficient and effective content. Ensure that best-in-class service is provided via a robust quality model. Be accountable for the quality of performance. Be accountable for implementing compliance and quality frameworks. Working closely with key stakeholders to deliver the strategy. Drive exceptional customer quality by testing, monitoring, and reporting on adherence to operational procedures. Identify execution weaknesses and communicate findings and recommendations to Operations Management. Hold regular benchmarking sessions with Operations Management and Team Leaders to ensure that customer quality monitoring standards are understood and consistently assessed. Experience & skills: Previous experience in leading a team within a training or coaching role. Contact centre training experience preferred. Experience in training/quality assurance within customer service and support roles Able to write and develop training courses using Microsoft Office and other supporting applications Knowledge of MS Excel for reporting and analytics For further information please feel free to apply to the position, ensuring your contact details are included on your application and we will get in contact with you
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  • Job Reference: 707469358-2
  • Date Posted: 8 September 2022
  • Recruiter: Cactus Search
    Cactus Search
  • Location: Birmingham
  • Salary: £55,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent