Training & Quality Assurance Manager - Customer Experience Hub

The purpose of the Customer Experience Hub Training & QA Manager role is to co-design, develop, and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. Responsible for creating a robust training programme and oversight of all training assets developed by their team or in the business to ensure they align to the training and system requirements of the department. The role works closely with cross-functional teams to create learning content and collateral, coaching methodologies, and other service boosters that support new and existing customer care agents and respond efficiently and effectively to any service areas that require immediate and ongoing improvement.

Customer Centric Delivery

• Develop and execute quality assurance frameworks, processes, and guidelines – make content practical and accessible.
• Design, develop, and deliver training programs, quality assurance monitoring, and reporting.
• Accountable for the development of training content and the build of a knowledge repository.
• Research and develop a central knowledge interface accessible to all contact centre teams & contribute to the development, execution, and measurement of the quality improvement strategies.

People (Self, Team & Organisational)

• Empower team members within the Customer Experience Hub to take ownership of their responsibilities towards delivering exceptional customer experiences.
• Foster a culture of accountability, encouraging proactive problem-solving.
• Align individual and team goals with the CX Hub's objectives to ensure commitment to service excellence.
• Enable high-performance teams through effective and high-quality training and development interventions informed by Customer Experience and Data Analytics.
• Promote collaboration and effective communication within the CX Hub and across other departments to enhance overall performance.
• Ensure team members understand their responsibilities & provide direction to support the CX Hub's vision.

Governance & Compliance

• Ensure that the QA and Training team complies with relevant regulations (people, customers, etc.) and organisational governance frameworks and standards.
• Drive the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
• Ongoing participation in the identification and mitigation of risks related to QA and Training team delivery – and where relevant, in the broader Customer Contact Centre context.

Qualifications

• Relevant Diploma, degree or equivalent or relevant work experience – (essential).
• Relevant Courses or Certifications in Quality Assurance, Learning & Development, Training facilitation, or equivalent experience - (highly advantageous).

Experience

• +4 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or equivalent role, managing the design, development, and delivery of quality assurance and learning solution frameworks, policies, procedures, and guidelines - (essential).
• A proven track record of managing quality assurance and related activities in a contact centre environment.

Knowledge and Skills

• Understanding of quality assurance, performance evaluation, and performance improvement interventions - (essential).