Contact Centre Training & Quality Specialist

Lead the Training and Quality team to deliver exceptional customer and employee experience across the contact centres. Identify and review performance goals, competencies and development plans. Manage performance, motivate, engage and develop the team.

Create, review and evaluate learning and training methods, material and recommend and develop innovative solutions to ensure all training facilitates learning and is engaging, relevant, fit for purpose, effective and adheres to global quality standards. Create programmes to ensure learning is engaging and present throughout the contact centre employee journey across all grade levels, cultures and demographics.

Set the training standard for the Training and Quality team to follow. Provide relevant criteria to sign off individuals to deliver all content and authorised training programmes and personally deliver training programmes when required.

Liaise with R&CC head office, Contact Centre management, and Resource Planning teams to schedule training and quality resource and attendee nominations to ensure programmes are developed and delivered in a timely manner to meet immediate, medium, and long-term business needs. Confirm course placements and ensure eligibility criteria are met. Ensure attendance and programme results are recorded in the corporate Learning Management System.

Ensure quality management is achieved throughout employee and customer journeys within the contact centre teams. Create programmes to engage teams and enable them to understand and deliver on quality goals. Monitor overall performance and provide coaching to leadership teams and consultants when required. Look for areas of improvement and create plans to address either internally or alongside, relevant product owners and stakeholders.

Foster and develop relationships with colleagues across R&CC and other EK departments such as EKAS, Skywards, CASA, RO and L&T as well as external partners to ensure that quality programmes and learning and development solutions are benchmarked and aligned with latest developments, innovations and industry best practise.

Project manage new quality and training requirement programmes. Ensure specified criteria are met on time and within budget. Contribute and participate in overall business development and improvement projects and initiatives where required.

Ensure industry and legislative requirements in relation to training and quality are understood, practised, trained and governed within the team to ensure internal and external regulatory compliance.

Create and share reports which demonstrate training and quality progress against defined goals to R&CC head office and Contact Centre management teams. Provide programme delivery, management of pre and post trainee contact time and evaluation reports, and share insights with relevant stakeholders.