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Quality and Training Manager

2 months ago

Manchester, United Kingdom Johnson Controls International Full time

What We Offer

  • 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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