Training & Quality Manager

6 months ago

Manchester, United Kingdom AQA and AQA Affiliates Full time

**At AQA, we're committed to advancing education and we're committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it's our people who make this happen.**

**Training and Quality Manager
Permanent**
**Manchester**
**£30000 - £40000**

**Hybrid Working**

Do you want to feel empowered to make decisions to drive the delivery of training and quality within a Customer Service department

Can you set strategic direction and support and empower a team?

You are experienced in managing people and quality performance and are now looking to ensure best in class training and engaging development frameworks are delivered.

**Purpose**

This role is NOT to deliver training , but to project manage a range of initiatives to ensure the delivery of the Customer Services strategic direction.

Reporting into the Customer Services Manager, you will support and mentor a team of 4 which include Training Coordinators and Quality Leads. Providing visibility and translation of the strategy for both learning & development and quality management. A key focus will be on maintaining and growing the strength of Internal stakeholder relationships, Change teams, Performance Manager, Delivery Teams and Learning and Development.

Project management will include the creation and implementation of a robust competency framework for customer service advisers ongoing development. You will be able to review the current status quo and evaluate future focused and innovative development programmes.

This role support the Customer Services function in AQA which is currently made up of 45 permanent advisers (increases in peak exam period to over 150 advisers) and growing with new digital initiatives in the pipeline you will be prepared to evolve current frameworks and adapt quickly.

**What's in it for you?**
- A focus on personal and professional growth
- Empowerment to create and interpret the direction of the role and the team.
- Working in a supportive and engaged team.
- Flexible, hybrid working managed within your own areas.
- Access to an enhanced Contributory pension scheme which could you see you paying in 7% and AQA contributing 11.5% (Other options available).
- Life Assurance, BUPA PMI, Health cash plan, 35 hour working week, 25 days holiday + Bank Holidays + Christmas off increasing with services.
- The ability to unwind and focus on self-care through the full Headspace App and our Employee assistance and wellbeing programmes.

**What you will do**
- Keep an eye on digital trends and diversification utilising these solutions to create best in class service content.
- Be accountable for implementing compliance and quality frameworks
- Collaborate with key internal stakeholders on regular quality standards benchmarking
- Create clear, engaging and inspiring objectives for team members that bring about a culture of continuous improvement
- Step up and represent at a senior level to champion quality standards.

**What you need to succeed**
- Demonstrable experience of managing a training and quality team in an engaging and positive manner.
- Clear understanding of quality processes and training delivery.
- Ability to produce both generic and bespoke training plans dependent on needs of colleagues
- Confidence to think up and out and visibly consider the strategic direction of the team.
- Project management with the flexibility to juggle multiple priorities and adapting to change at pace.
- An enthusiasm to analysis and evaluate and consider innovative and continuous improvement at each step.
- An ability to really get the most from metrics and analytical tools.
- A continuous improvement and personal growth mindset.
- Ability to produce both generic and bespoke training plans dependent on needs of colleagues

**What next?**
**Interviews will be held face to face on 10 November in our Manchester offices.**

**#CRE23**

**Recruitment Agencies**

We have a preferred supplier list (PSL) in place.

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