Role Purpose: The Training and Quality Manager are responsible for creating and implementing training and quality frameworks ensuring these align with business objectives, while continuously improving service quality through leading a team of Quality Analysts. They will support their team in providing data analysis and training programmes designed to drive performance improvements as well as maintaining consistent service standards. Reporting to: Head of Contact Centre Operational Performance Main accountabilities and key tasks: Responsible for the development and oversight of the training and quality roadmap and programmes across the outsourced partner, ensuring alignment with business goals. Manage the CCE training programs for the outsourced provider, including their rollout and success Develop and deliver training and quality programs for the outsourced provider in collaboration with relevant internal stakeholders Work closely with the Contact Performance Manager to proactively track and analyse training and quality needs, feedback, and results, providing regular updates and recommendations to the Head of Contact Centre Operational Performance. Identify and create opportunities for training and e-learning packages that enhance customer experience, improve first-contact resolution, increase efficiency, and maintain high NPS. Support the Contact leadership team in achieving strategic priorities focused on delivering exceptional customer experiences and reducing cost to serve. Work with team members and leadership teams to ensure a consistent approach to improving and reinforcing quality standards across the outsourced partner. Track and report data insights on customer pain points and opportunities for improvement, raising awareness across the organization. Measure 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. Act as point of contact for any customer related training requests from across the organisation Track and communicate success rates and impact of training programme to the contact leadership team Travel as required to the outsourced offices and support planning and logistics of any onsite visits Critical Interfaces: Contact Leadership Team and Customer colleagues Outsourced Partner Supply, Partner, People Partners, Suppliers and Customers People Management:Hiring, onboarding & successfully embedding new employees to enable them to thrive within CarTrawler.Providing ongoing feedback & coaching by having constructive development conversations with your team as part of our performance and development process.Providing clarity on company strategy and hold team accountable by having regular 121’s.Leads, motivates and inspires by role modelling our company values.Knowledge and Experience: Minimum of 5 years’ experience working in a KPI-driven environment, where performance metrics are key to achieving business goals (Mandatory)Proven track record of analyzing key performance indicators (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 analysing 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 proceduresPractical experience of delivering training using a variety of 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 audienceDemonstrated customer-centric approach through successful delivery or implementation of customer-focused initiatives