Director of Quality Assurance and Training

1 week ago

London, Greater London, United Kingdom Lyca Mobile Group Full time
Job Description

We are seeking a highly skilled Director of Quality Assurance and Training to join our team at Lyca Mobile Group.

About the Role

This is a challenging opportunity for an experienced professional to lead our quality assurance and training initiatives, driving continuous improvement across our operations and ensuring exceptional customer experiences.

Key Responsibilities:
  • Maintain and enhance our quality assessment methodology by collaborating with Operations and Training teams to develop a framework for ongoing training and development, identifying consistent failure points to improve customer satisfaction.
  • Develop and maintain strong relationships with regulatory bodies and external auditors to uphold ISO standards and expand these practices to our offshore operations as required.
  • Foster effective partnerships with regulators, ensuring compliance with key parameters such as SEAD and OFCOM, which require regular auditing.
  • Design and implement impactful customer service and product training programs for new hires, existing staff, cross-training, role-specific training, leadership training, and other areas.
  • Liaise closely with internal departments to gather product and process information on a regular basis and make relevant updates to our existing structure, processes, and procedures.
  • Create comprehensive training manuals, multimedia visual aids, and educational materials to support our training initiatives.
  • Plan, develop, and deliver training and staff development programs, leveraging expertise in various methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
  • Analyze training needs to design new training programs or refine and enhance existing ones.
  • Train instructors and supervisors in effective techniques and skills for training and employee engagement.
  • Regularly update stakeholders on all training plans.
  • Collaborate with the Product team to gain insights into new business launches, planning operational and training aspects for the Contact Centre business.
  • Oversee training operations for all contact centers within the business.

As a key member of our team, you will have the opportunity to shape our quality assurance and training strategies, driving excellence in customer experience and operational efficiency. We offer a competitive salary and benefits package, including a salary range of £60,000 - £80,000 per annum, depending on experience.

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