Quality and Training Manager

5 days ago

Preston, United Kingdom MERJE Ltd Full time

**Quality And Training Manager Responsibilities**:

- Maintain a high standard of training and development across the department.
- Complete second level checks on Junior QTM’s QA progress.
- Maintain consistency by ensuring operational procedures are delivered, understood and followed by the team
- Monitor and evaluate associates as per client requirements
- Assess training schedules regularly and tailor training programs in order to meet client expectations
- Deliver on site training programs and workshops; enabling employees to meet corporate, client and Compliance service levels
- Communicate to a high standard and contribute effectively towards new initiatives and ideas
- Provide Operations with proactive support for new initiatives - ensuring their successful implementation where necessary.
- Ensure all Operational training is conducted in accordance to current HR policy and client business processes
- Identifying and communicating training needs within the Operations team through evaluation and revision of materials where necessary.
- Conduct refresher training and buzz sessions to ensure that associates consistently perform and are fully up-to-date with any industry, company or client requirements
- Lead Internal and client bi-weekly/monthly call calibration sessions and provide key areas for improvement and highlights on team quality scores
- Utilise various methods of training and coaching including workshops, one on one, group and formal training sessions to ensure associates are continually assessed and quality monitored
- Participate where required in any onsite client visits
- Assist Operations Manager to complete Quarterly Leadership presentations by providing attrition data, quality observations and language breakdown for all supported countries
- Assist in the performance review of Representatives - giving recommendations for future targets and key performance indicators where necessary
- Promote the company culture and ethos supporting management and any current initiatives

**Quality And Training Manager benefits**:

- Amazing progression opportunities - all senior roles within the business came from this level
- Fully paid training
- Achievable & realistic monthly bonus
- Free parking
- 28 days’ holidays plus 1 day for every year’s service
- Health care plan
- Brand new state of the art working environment with an onsite canteen
- Access to PerkBox for ALL employees to gain access to nationwide benefits such as discounts at restaurants, supermarkets, health clubs, online retail outlets and much more
- Contributory pension plan (after 3 months’ employment)
- Eye test & glasses vouchers
- Excellent canteen facilities with free touch screen internet access.
- Subsidised bus passes
- Volunteer Opportunities
- Annual Awards Evening
- Employee Assistance Programme

Interested in knowing more about this Quality And Training Manager role?

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