Role Purpose:
The Training and Quality Manager is responsible for creating and implementing training and quality frameworks that align with business objectives. They will continuously improve service quality through leading a team of Quality Analysts, providing data analysis and training programs designed to drive performance improvements and maintain consistent service standards.
Reporting to: Head of Contact Centre Operational Performance
Main Accountabilities and Key Tasks:
* Develops and oversees the training and quality roadmap and programs across the outsourced partner, ensuring alignment with business goals.
* Manages CCE training programs for the outsourced provider, including their rollout and success.
* Collaborates with internal stakeholders to develop and deliver training and quality programs for the outsourced provider.
* Works closely with the Contact Performance Manager to track and analyze training and quality needs, feedback, and results, providing regular updates and recommendations to the Head of Contact Centre Operational Performance.
* Identifies opportunities for training and e-learning packages that enhance customer experience, improve first-contact resolution, increase efficiency, and maintain high NPS.
* Supports the Contact leadership team in achieving strategic priorities focused on delivering exceptional customer experiences and reducing cost to serve.
* Ensures a consistent approach to improving and reinforcing quality standards across the outsourced partner.
* Tracks and reports data insights on customer pain points and opportunities for improvement, raising awareness across the organization.
* M Measures success through customer feedback, seeking opportunities to enhance the customer experience, reduce contact frequency, and increase first-time resolution.
* Responsible for e-calibration targets related to NPS, FCR, and repeat contact reduction.
* Acts as point of contact for customer-related training requests from across the organisation.
* Communicates success rates and impact of training program to the contact leadership team.
* Travels as required to the outsourced offices and supports planning and logistics of onsite visits.
Critical Interfaces:
* Contact Leadership Team and Customer colleagues.
* Outsourced Partner.
* Supply, Partner, People.
* Partners, Suppliers, and Customers.
People Management:
* Hires, onboard, and embeds new employees to enable them to thrive within CarTrawler.
* Provides ongoing feedback and coaching through constructive development conversations with team members.
* Provides clarity on company strategy and holds team accountable through regular 121's.
* Leads, motivates, and inspires by role modelling company values.
Knowledge and Experience:
* Minimum 5 years' experience working in a KPI-driven environment where performance metrics are key to achieving business goals (Mandatory).
* Proven track record of analyzing KPIs to drive improvements in productivity, service quality, and overall team performance (Mandatory).
* 2+ Years people management experience or leading others through projects to deliver results (Mandatory).
* Demonstrated capabilities in managing or analyzing data to identify trends and opportunities (Mandatory).
* Detailed understanding of contact centre metrics and technologies (Desirable).
* Experience of developing effective training programs, processes, and rollout of new procedures.
* Practical experience of delivering training using various mediums and training tools e.g. virtual training, workshop/classroom based and e-learning.
* A relevant training qualification would be desirable.
* High standard of written communication and business-level presentation skills to present and deliver training to a wide audience.
* Demonstrated customer-centric approach through successful delivery or implementation of customer-focused initiatives.