Training and Quality Manager

Training and Quality Assurance ManagerLocation: Wiltshire Salary: 40000 + benefits Contract Type: Full-time, PermanentAbout the RoleWe are looking for an experienced and passionate Training and 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 and Quality Assurance Manager roleTraining and DevelopmentDesign, 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 ..... full job details .....