Training and Quality Assurance Manager

About the role

The Training and Quality Assurance Manager will lead the design, development and delivery of robust quality assurance frameworks and training programmes for customer care agents within the Customer Experience Hub (CX Hub). This role ensures that all training assets align with departmental standards and supports agents in delivering fast, appropriate resolutions.

Key responsibilities

• Co‑design and implement customer quality assurance processes, guidelines and performance metrics.
• Create and oversee a comprehensive training programme for new and existing customer care agents.
• Collaborate with Customer Service Managers and cross‑functional teams to develop learning content, coaching methodologies and service‑boosting collateral.
• Analyse quality assurance observations, data insights and performance reports to identify improvement areas.
• Observe, coach and role‑model desired customer interaction behaviours, system usage and process adherence.
• Manage a team of Customer Service QA Specialists and Training Facilitators.
• Schedule and work a 40‑hour week across any five days, including public holidays, in line with legislative requirements.

Required profile

• Proven experience in managing training and quality assurance functions within a customer service environment.
• Strong ability to work collaboratively with multiple stakeholders and cross‑functional teams.
• Leadership skills to guide and develop QA specialists and training facilitators.
• Analytical mindset to translate data insights into actionable improvement plans.

Required skills