Training & Quality Assurance Manager

Location: Wiltshire
Salary: -40000 + benefits
Contract Type: Full-time, Permanent

About the Role

We are looking for an experienced and passionate Training & Quality Assurance Manager to lead our learning, development and quality functions within our busy contact centre operation.

Reporting to the Head of Operations, you will be responsible for designing and delivering engaging training programmes, managing quality assurance processes, and driving continuous improvement across customer interactions. You will play a critical role in ensuring our teams have the skills, knowledge and support needed to deliver exceptional customer experiences while meeting operational and regulatory standards.

This is an exciting opportunity for a results-driven leader who is passionate about coaching, performance improvement and creating a culture of learning and excellence.

Key Responsibilities of this Training & Quality Assurance Manager role

Training & Development

• Design, develop and deliver onboarding and induction programmes for new starters.
• Create and implement ongoing training initiatives to support operational and business objectives.
• Conduct training needs analyses and identify knowledge and skills gaps.
• Develop coaching frameworks that drive colleague engagement and performance.
• Evaluate training effectiveness through performance metrics, feedback and quality outcomes.
• Maintain training materials, documentation and e-learning content.

Quality Assurance

• Develop and manage the contact centre quality framework and scorecards.
• Lead a team of Quality Analysts and Trainers.
• Monitor calls, emails, webchat and other customer interactions to assess quality standards.
• Deliver regular feedback, coaching and development plans to improve performance.
• Analyse QA results and identify trends, risks and opportunities for improvement.
• Ensure compliance with company policies, regulatory requirements and customer service standards.

Performance & Continuous Improvement

• Produce and present quality and training reports to senior stakeholders.
• Use customer feedback, quality insights and operational data to recommend improvements.
• Work closely with Operations, Workforce Planning and HR teams to support business objectives.
• Champion a culture of continuous learning, accountability and customer excellence.
• Support change initiatives and operational projects across the contact centre.

About You for this Training & Quality Assurance Manager role

Essential Skills & Experience

• Proven experience in a Training Manager, Learning & Development Manager, Quality Manager, or similar role within a contact centre environment.
• Strong understanding of contact centre quality monitoring and coaching methodologies.
• Experience designing and delivering training programmes for multi-channel customer service teams.
• Demonstrable experience managing and developing teams.
• Excellent communication, presentation and stakeholder management skills.
• Strong analytical skills with the ability to interpret performance data and identify trends.
• Experience using quality monitoring and contact centre reporting systems.
• Ability to manage multiple priorities in a fast-paced environment.

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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