Role Purpose: The Training and Quality Manager ensures that team members in our outsourced providers are equipped with the knowledge and skills needed to deliver exceptional service. This role involves developing, implementing, and maintaining training programs that align with business objectives, as well as continuously improving service quality through leading a team of Quality Analysts. This role will work closely with the outsourced partner to maintain consistent service standards, drive performance improvements, and ensure a customer-centric approach across all training and quality interactions.
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 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 colleaguesOutsourced PartnerSupply, Partner, PeoplePartners, Suppliers and CustomersPeople 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: 5+ years' experience in a busy contact centre environment with a strong understanding of contact centre operations and performance.Proven track record in people management or leading others through projects in a contact centre environment to deliver results.Detailed understanding of contact centre metrics and technologies.Experience of developing effective training programs, processes, and rollout of new procedures.Practical experience of delivering training in a contact centre environment 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 audience – creation of PowerPoint decks, etc.Demonstrated customer-centric approach through successful delivery or implementation of customer-focused initiatives.Demonstrated capabilities in managing or analysing data to identify trends and opportunities.Strong ability to interpret large data sets to identify trends, opportunities and knowledge gaps with the ability to translate into actionable insights.Strong stakeholder management and relationship building skills.Proven ability to maximise the value of third-party relationships to enhance business results.Commercial awareness and business acumen.
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