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- Lead the training & quality function & team to meet and exceed business service level objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition (inhouse & outsourced).
- Responsibility for operational training processes & overall delivery & business quality performance
- Continually review and monitor training & quality documents & performance of all advisors (in house & outsourced) against agreed KPI’s, ensuring that calls are handled professionally.
- Support the completion & circulation of all training & quality reporting to the customer/ clients as per the contractual requirements.
- Maintain regular communications and feedback, ensuring accurate and timely communication of T&Q data with senior leadership.
- Evidence of effective interpersonal, training, quality & leadership/supervisory skills.
- Previous Training & Quality experience is essential.
- Train the trainer experience & people management
- Quality Reporting, Operational and Analytic skills.
- Designing all Training & Quality material & Planning for the business.
- The role requires travel sporadic to other sites UK & offshore (Not often, only when required)
- Previous experience working in a training & quality role in a call centre environment is essential.
- Excellent verbal and written communication skills.
- Effective problem-solving skills.
- Performance management skills and experience.
