Training and Quality Manager – Financial Services

About the role

Concentrix is seeking an experienced Training and Quality Manager to lead the learning and quality assurance strategy for a financial services client. You will ensure advisors are equipped to deliver accurate, professional, and empathetic customer interactions while meeting regulatory and compliance standards.

Key responsibilities

• Design, implement and continuously improve new‑hire and ongoing training programs aligned with financial services processes and compliance requirements.
• Partner with operations leaders to identify capability gaps and create targeted development plans.
• Lead the quality assurance framework across calls, chats, emails and back‑office activities, monitoring performance against internal standards and client expectations.
• Conduct calibration sessions to ensure consistent scoring and evaluation across teams.
• Analyse quality trends, training effectiveness and performance data to identify improvement opportunities.
• Provide coaching insights and action plans that enhance customer experience, compliance and operational KPIs.
• Support frontline leaders with structured coaching and performance interventions.
• Maintain audit‑ready documentation and robust quality controls that meet regulatory, risk and compliance standards.

Required profile

• Proven experience in a Training Manager, Quality Manager or combined Training & Quality leadership role.
• Background in financial services, banking, insurance, collections or another regulated environment.
• Strong knowledge of quality frameworks, learning design and performance coaching.
• Ability to interpret data and translate insights into practical improvement actions.
• Excellent communication, presentation and stakeholder‑management skills.
• Understanding of compliance, risk and customer‑experience expectations in financial services.
• Experience leading teams and influencing cross‑functional stakeholders.
• Strong organisational skills with the ability to manage multiple priorities in a fast‑paced environment.

Required skills