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Contact Centre

Quality & Continuous Improvement Executive - Trainer

Location: Central Bristol
Posted: 20/05/2022

Salary: £30,000 - £35,000 per annum
Job Type: Permanent

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Do you have proven experience delivering training programmes and a passion for continuous improvement?

Are you eager to develop your training skills in a new environment?

Our client offers exceptional guest experiences for all of their customers, and they’re looking for a Training and Quality Executive to plan, organise, and carry out training to their front line colleagues, as well as monitoring quality and identifying development needs to support continuous improvement. You’ll be based in their Clifton office and working closely with hiring managers across the business to support with the assessment and training processes.

In return, you will receive a competitive salary and a fantastic benefits package!

The Role:

  • Evaluating the effectiveness of onboarding training programs and providing recommendations and improvements through conducting quality audits and assessments with starters in their first 12 weeks
  • Liaising with managers and colleagues to identify and assess training and development needs through job analysis, appraisal schemes, and partnering with HR
  • Ensuring all staff undertake all mandatory training
  • Creating, maintaining, and delivering a range of material using classroom, online, and on-the-job learning
  • Ensuring colleagues have a good understanding of their role requirements and the software they will use to carry out their duties
  • Supporting a career roadmap for colleagues and partners, working in collaboration with managers to facilitate the success of roadmap milestones
  • Providing efficient support to ensure the successful execution of projects
  • Providing ongoing feedback to colleagues and arranging additional training programmes for individuals if required
  • Monitoring and reviewing the progress of staff through colleague surveys, one-to-ones, quality audits, and discussions with management
  • Regularly discussing individual needs and capabilities with the leadership team as part of training and performance planning
  • Carrying out compliance checks in line with a Compliance and Quality Monitoring Framework

Required Skills and Experience:

  • Experience in creating and modifying processes, both new and existing
  • Experience in designing and delivering a Quality Assurance framework in a contact centre/customer facing/regulated environment
  • Experience in writing and delivering robust Standard Operating Procedures
  • Ability to assess and measure coaching effectiveness through audits and reviews
  • Analytical approach to linking quality issues with training needs
  • Exceptional organisation and research skills

If this role is ticking all the right boxes for you, get in touch today for more information! We are accepting applications now for interviews taking place soon!