Contact Centre Training & Quality Manager
About the Role
We are working for one of the most exciting brands leading the charge on delivering exceptional customer service to their customers and to help to continuously improve we are seeking a highly experienced Training and Quality Manager who has a mix of design and delivery and people leadership experience.
You’ll be a customer advocate, someone who understands how amazingly important it is to provide only the highest levels of service to their customers through every medium and channel available.
- To be the Training and Quality ambassador for the organisation.
- Leadership of the Training and Quality Team in order to deliver product training, management training and staff development training.
- Identification of training gaps and the implementation of training plans to address them.
- Measure training and quality plans to ensure that each are fit for purpose and are achieving the required results.
- To design and deliver effective training to call centre staff
- The effective analysis of Quality results in order to drive an effective quality strategy that supports the Training plan and ensures a constant strive for excellence and compliance.
- To provide exceptional, energetic management, development and structural optimisation to the T & Q Team.
It’s a tremendous role for a highly experienced individual to join a passionate bunch of customer champions! express interest