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Quality and Training Manager

2 months ago

Manchester England, United Kingdom Johnson Controls International Full time

What We Offer


Submit your CV and any additional required information after you have read this description by clicking on the application button.

  • Competitive industry salary

  • Comprehensive benefits package including pension, life assurance, employee assistance program, referral scheme, and discounts on high street brands and Johnson Controls security products

  • Extensive product and cross-training opportunities with excellent resources

  • Supportive and collaborative team environment

  • Commitment to safety through our Zero Harm policy

  • Access to business resource groups

  • Training on our company values

Your Role

As the Quality and Training Manager, you will oversee the quality assurance and Learning & Development (L&D) departments. Your goal is to develop, implement, and maintain quality and learning strategies to ensure a high and consistent level of knowledge and quality across the Customer Service Centre (CSC).

Your Responsibilities

  • Implement and continuously improve Quality Frameworks and structures within the CSC

  • Utilize quality outputs and learning assessments to develop and execute a comprehensive L&D strategy, managing the end-to-end delivery of learning activities for the Customer Service Team

  • Develop and implement strategies to achieve industry-leading customer experience through effective quality management and training

  • Establish and manage a quality auditing structure to ensure fair and accurate quality scoring, with appropriate reporting to drive actionable insights

  • Lead, coach, and motivate a team of quality specialists, L&D trainers, and Customer Service analysts

  • Ensure all KPIs and SLAs are met in alignment with Strategic Service Goals

What We’re Looking For

  • Extensive experience in leading Quality Assurance divisions with a deep understanding of quality assessment models

  • Proven experience in L&D management, particularly in technical training within a contact centre environment

  • Strategic thinker with experience in deploying strategies in complex businesses

  • Experience in fostering a culture of quality in a call centre environment

  • Excellent communication, presentation, and facilitation skills

  • Strong influencing abilities

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