Training and Quality Manager

Recruiter
Anonymous
Location
Warwickshire
Salary
35000.00 - 35000.00 GBP Annual + GBP35000/annum
Posted
02 Aug 2017
Closes
30 Aug 2017
Job Type
Manager
Contract Type
Permanent
Purpose:
To be accountable for the training and coaching of customer services and sales teams through the leadership and management of a team of Training and Quality Specialists. To coach and develop direct reports through regular observations of training and coaching sessions to ensure high quality. To ensure that all FCA regulations and contractual obligations are being trained and audited effectively through excellent leadership of the Training and Quality Specialists.
Experience:
Experience in managing a team within a Training and/or Quality team
Experience of working in a Financial Services environment
Clear understanding of the coaching and/or training cycle methodologies;
Strong technical aptitude, with Microsoft Excel experience preferred;
Experience of classroom based training;
Experience of liaising effectively and professionally with clients and/or stakeholders;
Experience of working within a financially regulated environment.
Skills and Behaviours:
Ability to motivate others
Ability to work well in a team
Desire to improve individuals knowledge and performance
Goal and target driven;
Self-motivated to develop own skills
Excellent written and verbal communication and presentation skills
Flexible in response to changing business priorities
Resilient and calm in high pressure situations, with a high level of emotional intelligence
Demonstrates a strong sense of ethics and integrity in all areas of work
Desirable experience
Automotive experience
Experience of working within a Business Process Outsourcing environment
Experience in working within the automotive industry

Key Deliverables

To be point of contact internally and externally for any questions/issues regarding training and quality.
To recruit and on-board any new hires within the Training and Quality team
To lead and manage a team of Training and Quality Specialists
To design and implement training materials based on the need of the business
To design and implement quality and compliance scorecards to high quality across the account
To run and manage internal and client calibrations to ensure alignment in expectations and scoring
To analyse operational, training, quality and customer satisfaction data to identify ways to continuously improve quality and processes
To review and resolve customer satisfaction processes where necessary
Demonstrates a knowledge and application of relevant learning theories
Works collaboratively with colleagues and others within and outside the organisation
Demonstrates effective planning and teaching in the learning environment
Possesses sufficient knowledge to respond to learners needs; professionally as a technical subject matter expert; educationally as a training practitioner and practically as a mentor or coach
Demonstrates effective communication skills in the learning environment
Demonstrates effective coaching skills in the learning environment
Demonstrates a knowledge and understanding of assessment methods and can design these as appropriate in order to measure the effectiveness of the training against stated training objectives
Provides effective learner advice, guidance and support
Demonstrate a thorough understanding of the client's products and services;
To design new starter induction training for all staff according to client & business needs;
Deliver interactive and creative learning interventions on process, product, and soft skills, to new hire and existing staff;
Identify Training Needs at individual and account level based on quality scores and performance data to ensure continuous improvement;
To continuously improve training materials by reviewing performance, quality and audits to ensure content is current, effective and in line with current business objectives and processes;
Support with the evaluation and review of training and development programmes based on current and future needs of the client;
To carry out client site visits for consultation on training updates or new materials for delivery to & development of staff, as required;
To recommend workshops to Team Managers and Customer Relations Consultants, who would benefit from more in-depth training on specific modules;
To continually improve the effectiveness of the processes and procedures through effective auditing and coaching;
To ensure that all verbal complaints are logged and dealt with in line with the procedures;
To ensure continuous improvement of quality scores through effective coaching and feedback to all staff;
Ensure correct and accurate completion of quality reports on a weekly and monthly basis;
To complete regular analysis into reports to highlight any areas of non-compliance and/or areas of development across the account and individual