Contact Centre Trainer

**Job Title**:Contact Centre Trainer

**Job Summary**

Quality Assurance & Training Specialist is responsible for developing and delivering comprehensive training sessions to travel industry professionals. This role ensures that all trainees meet quality and compliance standards while optimizing their skills and knowledge in line with company policies, customer expectations, and call quality standards. Additionally, the role includes maintaining and updating the Learning Management System (LMS) to ensure access to current and relevant training materials. Working as part of a collaborative team, the Travel Trainer contributes to shared goals and drives continuous improvement across training, quality assurance, and performance outcomes.

**Reports To**: Head of Training and Quality Assurance

**Key Responsibilities**

**Training & Development**
- Deliver engaging and interactive training sessions tailored to diverse learning needs.
- Develop and maintain training materials, including manuals, presentations, and online modules, to support employee growth.
- Conduct Onboarding training for new employees and refresher courses for existing staff.

**Quality Assurance**
- Monitor and evaluate the effectiveness of training programs by reviewing performance metrics and feedback.
- Perform quality checks on employee performance to ensure compliance with industry standards, company policies, and regulations.
- Provide feedback and recommendations to enhance the quality and efficiency of processes and procedures.

**Compliance**
- Ensure all training adheres to company standards, including service quality.
- Stay updated on changes in travel policies, technologies, and industry trends to incorporate into training programs.

**Call Quality Assurance**
- Monitor and evaluate customer interactions, including call recordings and live sessions, to assess adherence to company quality standards.
- Provide detailed feedback to team members on call quality, identifying strengths and areas for improvement.

**Collaboration & Reporting**
- Partner with internal stakeholders, including operations, customer service, and management, to align training with company goals.
- Generate and present reports on training outcomes, quality assurance findings, and performance improvements.

**Learning Management System (LMS) Maintenance**
- Regularly update the LMS with new training modules, resources, and course content to reflect current industry standards and company procedures.

**Qualifications**
- **Experience**: Minimum 2 years of experience in the retail travel industry, quality assurance, or training.
- Strong knowledge of travel regulations, customer service best practices, and operational workflows.

**Key Skills**
- Exceptional communication and presentation skills.
- Teamwork and operating as part of the wider Operational team
- Analytical mindset with attention to detail.
- Proficiency in training tools, e-learning platforms, and quality monitoring software.

**Additional Requirements**
- Willingness to travel as needed to conduct on-site training sessions.
- Role based in Warrington, Hybrid will be discussed at interview
- Certification in training, quality management, or LMS platforms (preferred).

Pay: £26,000.00-£30,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Employee mentoring programme
- Free parking
- On-site parking
- Transport links
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

**Education**:

- GCSE or equivalent (preferred)

Work Location: In person

Reference ID: Job Role: Contact Centre Trainer
Expected start date: 01/02/2025