Training & QA Manager

Training & QA Manager

Permanent, Full Time
(Hybrid working role, between remote and office based - 3 days minimum in the London office)

About the Team

PPL's Member Services team manages the enquiries of our membership across both performer and recording rightsholder categories. Their work is split into three streams, Record Company Services, Performer Relations & Development, and Contact & Support. Our Member Services team is passionate about music and works to help ensure all our members' accounts are up to date so they are able to collect the royalties they are owed when their music is played on radio, TV, online and in public.

What you'll be doing:

The Training & Quality Assurance (QA) Manager will play a critical role in ensuring that PPL's Business Development, Account Management and Operations functions consistently deliver a high-quality, member-focused service aligned to the organisation's strategic objectives. Reporting to the Senior Operations Process Manager, the role holder will be accountable for designing, implementing, delivering and maintaining training programmes, quality frameworks, and performance standards that drive excellence, consistency, and continuous improvement across the Member Services teams.

The role will be responsible for building team capability, embedding best practice, and ensuring processes are followed effectively to maximise member satisfaction, retention, and revenue. This includes developing training interventions tailored to the needs of staff at all levels, supporting professional development, and fostering a culture of accountability and learning.

The role holder will also lead on the creation and application of quality assurance measures to monitor service delivery, identify gaps, and drive improvements across all key processes. Acting as a trusted partner to operational leaders, the Training & QA Manager will provide insight and recommendations to inform strategy, shape new ways of working, and ensure a consistent and excellent experience for all members.

Key Responsibilities:

• Provide strategic oversight of capability development and service quality across PPL's Business Development, Account Management and Operations functions. Accountable for ensuring that teams consistently deliver a high-quality, member-focused service aligned with PPL's objectives for service delivery, recruitment, retention, engagement, and revenue growth.

• Oversee the design, delivery, and evaluation of training programmes that build knowledge, skills, and confidence across staff at all levels.

• Working in close partnership with team leaders and operational managers, the role holder will ensure training interventions are targeted, impactful, and aligned to the service strategy across the different areas of the department.

• Establish and embed robust quality assurance frameworks, monitoring service standards across operational member management, onboarding, advances negotiations, and account management.

• Identifying gaps, risks, and opportunities, the Training & QA Manager will drive continuous improvement and embed consistent, high-quality processes across the member services processes.

• Working collaboratively with colleagues across Business Development, Managed Accounts, Operations, International, Repertoire, Distribution, Finance, L&BA and Communications to ensure that training and QA initiatives support cross-functional alignment and contribute to PPL's wider transformation agenda.

• Act as a driver of cultural change, embedding a learning mindset, fostering accountability, and ensuring that members experience a consistently excellent service, strengthening PPL's reputation across the music ecosystem.

What you'll need:

• Experience of managing quality assurance for large, customer-focused teams with ability to demonstrate substantial experience in this area
• Experience in developing and delivering training courses/modules for large, customer focused teams, with ability to demonstrate substantial experience in this area
• Planning and organisational skills
  People Management
• Communication and presentation Skills
• Stakeholder Management

Full details can be found in the job description

What we can offer you…

When you come on board at PPL you can expect to be rewarded for your hard work. Employees are entitled to a wide range of benefits which support their needs and lifestyles including private medical care, cycle to work scheme, flexible working hours, £120 annually to be spent on music and many more

PPL is currently offering hybrid flexible working which will be a mixture of office based and home working along with our flexible start and finish times, should employees wish to utilise this. This could be subject to change.

Next Steps

If this sounds like you, then we'd love to hear from you

Equity, Diversity and inclusivity at PPL

PPL are committed to equity of opportunity, diversity and inclusivity; therefore, we welcome and encourage applicants from all sections of the community.

Here at PPL we are proud to operate in a genuine, open and straightforward way while continuing to maximise all opportunities as they arise striving to represent PPL's members. Our job is to protect our members' rights, and make sure their talent and investment is rewarded fairly. We take an entrepreneurial approach, working together to create new ways to deliver better service and solve business challenges.  Collaboration creates great things; everyone's talent deserves recognition and each of our members is important to us. We are the professional face for our clients. We serve with a smile and go the extra mile when representing them. We share a passion for music – that's why we do what we do.