Training And Quality Manager

1 month ago


London Area, United Kingdom Lyca Mobile Group Full time
  • Maintain and improve the current quality assessment approach by working with Operations and Training teams to provide a methodology for continuous improvement training and development of consistent and common failure points to improve Customer Experience.
  • Develop and maintain relationships with LR and external auditors to maintain ISO standards and extend to offshore operations as required
  • Develop and maintain relationships with regulators where we need to develop and maintain compliance with QoS parameters SEAD and OFCOM being examples of where compliance is required and audited regularly.
  • To develop effective customer service and product training programs for the new hires, existing staff, cross-training, role-specific training leadership training.
  • To liaise with different internal departments to gather product and process-related information on a regular basis and make relevant changes to the existing structure, process and procedures.
  • To develop and organize training manuals, multimedia visual aids, and other educational materials.
  • To Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops
  • To analyze training needs to develop new training programs or modify and improve existing programs.
  • To train instructors and supervisors in techniques and skills for training and dealing with employees.
  • To update all the respective stakeholders with all the training plans on a regular basis.
  • To co-ordinate with the Product team to get insight into the business for new launches, planning from operational and training standpoints for the Contact Centre business
  • To manage training operations for all contact centres of the business.


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