training and quality manager

voco™ hotels

<div>This job posting is for a position at a Hotel owned and operated by an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees.

By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates, and IHG will not be your employer. 
About Us

Join voco&trade; hotels where every hotel has its unique charm, and our thoughtful hosts create a home away from home. Step by step, we're on a journey towards a sustainable future, treating the planet the same way we do our guests. Seeking individuals with as much character as our vibrant hotels. If you thrive on genuine hospitality, your place is with us at voco&trade; hotels. The Learning &amp; Quality Manager is responsible for developing, implementing, and maintaining training programs and quality standards across the hotel. This role ensures that all colleagues are equipped with the skills, knowledge, and attitude necessary to deliver exceptional guest experiences while maintaining compliance with brand and operational standards. The manager also leads quality assurance initiatives to continuously improve guest satisfaction and service excellence.<h4 class="jobSectionHeader"> 
Your day to day
</h4><h4 class="jobSectionHeader">
earning &amp; Development</h4>
<ul>
<li>Develop and implement the annual Learning &amp; Development plan aligned with the hotel's business goals.
</li>
<li>Conduct training needs analysis in coordination with department heads.
</li>
<li>Design, deliver, and evaluate training programs including induction, brand standards, service excellence, leadership development, and functional skills.
</li>
<li>Maintain accurate training records and track completion rates.
</li>
<li>Support department trainers and ensure training consistency across departments.
</li>
<li>Promote a learning culture and encourage career development among employees.
</li>
<li>Facilitate performance management workshops and support succession planning initiatives.
</li>
</ul><h4 class="jobSectionHeader">Quality &amp; Brand Standards</h4>
<ul>
<li>Ensure all operations comply with brand quality and service standards.
</li>
<li>Conduct regular quality audits and inspections in guest areas, F&amp;B outlets, and back-of-house.
</li>
<li>Lead the guest satisfaction program by monitoring feedback from surveys, online reviews, and comment cards.
</li>
<li>Analyze guest feedback trends and coordinate with departments for improvement action plans.
</li>
<li>Support pre-opening or rebranding training and quality implementation if required.
</li>
<li>Prepare and present monthly reports on training and quality performance to management.
</li>
</ul><h4 class="jobSectionHeader">Employee Engagement &amp; Communication</h4>
<ul>
<li>Foster a positive work environment that promotes teamwork, motivation, and employee engagement.
</li>
<li>Coordinate colleague recognition programs and employee activities.
</li>
<li>Communicate hotel initiatives, goals, and performance updates through training sessions and briefings.
</li>
<li>Support HR initiatives and contribute to employee retention strategies.</li></ul> 

What we need from you
<ul>
<li>Bachelor's degree in Hospitality Management, Human Resources, or related field.
</li>
<li>Minimum 3-5 years of experience in Learning &amp; Development or Quality Assurance in a 4 or 5-star hotel.
</li>
<li>Strong knowledge of hotel operations and service standards.
</li>
<li>Excellent presentation, facilitation, and communication skills.
</li>
<li>Proficiency in Microsoft Office and learning management systems (LMS).
</li>
</ul><ul><li>Certification in training or quality management (e.g., Train the Trainer, ISO, Six Sigma) is an advantage.
</li>
<li>Strong leadership and interpersonal skills
</li>
<li>Analytical and detail-oriented
</li>
<li>Passion for people development and service excellence
</li>
<li>High level of organization and time management
</li>
<li>Ability to inspire and engage teams</li></ul> 

What we offer

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life. 
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
 
So, join us and you'll become part of our hotel family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.</div>

Franchise Hotel - Learning & Quality Manager

noon

<div>
 
 
 About noon
 
 
 
 We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Manager, Quality, Training &amp; CSAT Lead who can help us move even faster.
 
 
 
 
 
 noon&rsquo;s mission: Every door, every day.
 
 
 
 
 
 
 What you'll do:
 
 
 
 Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 
 
 
 
 
 The Quality, Training &amp; CSAT Lead for the Frontline Customer Service Team is responsible for establishing and maintaining the benchmark for high-quality customer interactions across all contact center channels (voice, chat, email). This role directly drives improvements in Customer Satisfaction (CSAT) and first-contact resolution by designing effective training, managing the quality assurance program, and coaching agents to mastery.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 1. Frontline Quality Assurance &amp; Auditing:
 
 
 <ul>
 <li>
 
 Design Quality Framework:
 
 Develop and manage the Quality Assurance (QA) scorecard and audit process for frontline interactions, focusing on adherence to standard operating procedures (SOPs), soft skills, and compliance.
 </li>
 <li>
 
 Execute Audits &amp; Calibration:
 
 Conduct consistent and fair quality audits on a regular basis. Lead daily/weekly calibration sessions with Team Leaders to ensure scoring consistency and alignment on expected interaction quality.
 </li>
 <li>
 
 Performance Reporting:
 
 Generate and analyze detailed QA reports to identify individual agent and team-wide areas for improvement, highlighting key quality gaps and the connection to customer behavior.
 </li>
 </ul>
 
 
 
 
 
 2. CSAT and Root Cause Analysis (RCA):
 
 
 <ul>
 <li>
 
 Own Frontline CSAT:
 
 Be the key driver responsible for maximizing
 
 Customer Satisfaction (CSAT)
 
 and
 
 First Contact Resolution (FCR)
 
 metrics for the frontline team.
 </li>
 <li>
 
 Trend Identification:
 
 Regularly analyze CSAT feedback, comments, and low-scoring survey results to determine the underlying root causes (e.g., product issues, process confusion, or training deficiencies).
 </li>
 <li>
 
 Action Planning:
 
 Translate quality and CSAT data insights into clear, measurable action plans for frontline team leaders to implement with their respective teams.
 </li>
 </ul>
 
 
 
 
 
 3. Training, Upskilling &amp; Coaching:
 
 
 <ul>
 <li>
 
 New Hire Training:
 
 Own the soft skills and process training component of the new hire onboarding program, ensuring all agents are equipped to meet quality standards before taking live contacts.
 </li>
 <li>
 
 Targeted Upskilling:
 
 Design and deliver focused training modules to address identified quality and performance gaps, covering essential skills like active listening, rapport building, clear explanation of complex policies, and efficient navigation of support tools.
 </li>
 <li>
 
 On-the-Floor Coaching:
 
 Partner with Team Leaders to provide real-time, side-by-side coaching and constructive feedback to agents based on QA and CSAT results, helping them master critical interaction skills.
 </li>
 </ul>
 
 
 
 
 
 4. Documentation &amp; Process Improvement:
 
 
 <ul>
 <li>
 
 Knowledge Management:
 
 Ensure all procedural documentation, talking points, and frontline scripts are accurate, up-to-date, and optimized for speed and clarity in the contact center environment.
 </li>
 <li>
 
 Feedback Loop:
 
 Establish a formal, continuous feedback loop with Operations, Product, and Content teams to proactively address and resolve systemic issues that negatively impact frontline performance and customer experience.
 </li>
 </ul>
 
 
 
 
 
 What you'll need:
 
 
 <ul>
 <li>
 
 Experience:
 
 5+ years of experience in a high-volume
 
 Contact Center
 
 setting, with a minimum of
 
 1 year focused directly on Quality Assurance, Coaching, or Training roles.
 
 </li>
 <li>
 
 Contact Center Tools:
 
 Strong working knowledge of standard contact center technologies, including
 
 CRM, Quality Monitoring Software, and Learning Management Systems (LMS).
 
 </li>
 <li>
 
 Training Acumen:
 
 Proven ability to create engaging training content and deliver impactful coaching sessions to large groups and individuals.
 </li>
 <li>
 
 Analytical Skills:
 
 Strong ability to read, interpret, and action data from performance dashboards (CSAT, QA scores, AHT) to identify actionable coaching opportunities.
 </li>
 <li>
 
 Soft Skills:
 
 Excellent verbal communication, written skills, and a demonstrated ability to motivate, lead, and positively influence frontline staff and management.
 </li>
 </ul>
 
 
 
 
 
 Who will excel?
 
 
 <ul>
 <li>
 We&rsquo;re looking for people with high standards, who understand that hard work matters.
 </li>
 <li>
 You need to be relentlessly resourceful and operate with a deep bias for action.
 </li>
 <li>
 We need people with the courage to be fiercely original.
 </li>
 <li>
 noon is not for everyone; readiness to adapt, pivot, and learn is essential.
 </li>
 </ul>
</div>

Manager - Quality, Training, and CSAT

Supportstraw Technologies Private Limited

Location: Ghatkopar West, Mumbai Work Days: Monday - Saturday (6 days a week) Shift Timings: 10:00 am - 7:00 pm IST Salary Range: From Rs. 20,000 to Rs. 22,000 per monthCompany Overview: Datastraw is committed to delivering exceptional backend support to our clients, ensuring seamless operations across various channels. Our mission is to leverage technology to enhance the efficiency and effectiveness of our services.Job Description: We are seeking a proactive Trainer &amp; Quality Assurance Analyst to join our team and help us maintain high standards of performance and customer satisfaction.Responsibilities: &#9679; Conduct onboarding training for new hires across support and voice processes. &#9679; Develop and update training materials, SOPs, and knowledge bases. &#9679; Maintain training records and track the progress of new hires. &#9679; Identify training needs based on performance trends and quality assessments, implementing corrective actions where necessary. &#9679; Organise refresher training sessions based on process updates or performance gaps. &#9679; Monitor agent performance across voice and non-voice channels to meet KPIs. &#9679; Ensure prompt, professional communication across calls, chats, and emails. &#9679; Use AI tools to streamline workflows and improve efficiency. &#9679; Conduct audits and provide feedback to ensure compliance with company standards. &#9679; Collaborate with stakeholders to identify improvement areas and training needs. &#9679; Generate performance reports with actionable insights and recommendations. &#9679; Manage quality assurance processes to uphold excellence. &#9679; Utilize Google Workspace for documentation and reporting. &#9679; Stay updated on industry trends and AI advancements to enhance practices.Requirements: &#9679; Proven experience as a Trainer/ Quality Analyst/ SME or in a similar role for a year and above. &#9679; Excellent communication skills, both verbal and written. &#9679; Proactive attitude with a strong ability to take ownership and accountability. &#9679; Good understanding of technology and ability to implement tech solutions into processes. &#9679; Familiarity with AI tools and their application in quality assurance is a plus. &#9679; Strong analytical skills and attention to detail. &#9679; Ability to work collaboratively in a team environment.What We Offer: &#9679; Opportunity to work with a diverse range of clients across industries, including exposure to the rapidly growing D2C (Direct-to-Consumer) businesses. &#9679; Collaborate closely with management, gaining insights into strategic decision-making and day to day business operations. &#9679; Opportunity to work with cutting-edge technology and AI tools. &#9679; A collaborative and dynamic work environment. &#9679; Professional growth and development opportunities.Note: The job description is a general outline and subject to change based on company requirements.Job Types: Full-time, PermanentPay: &#8377;240,000.00 - &#8377;264,000.00 per yearBenefits:<ul><li>Paid sick time</li><li>Paid time off</li></ul>Ability to commute/relocate:<ul><li>Ghatkopar West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)</li></ul>Application Question(s):<ul><li>Are you currently based in Mumbai or comfortable working in a hybrid setup from Ghatkopar West, Mumbai?</li><li>Which tools or platforms have you used for performance monitoring or quality audits?</li><li>Tell us about a time you used data or performance reports to suggest process improvements or training interventions.</li><li>What&rsquo;s one quality metric you always track while reviewing an agent&rsquo;s performance?</li></ul>Experience:<ul><li>Quality assurance: 1 year (Preferred)</li><li>Customer support: 1 year (Preferred)</li></ul>Language:<ul><li>English (Preferred)</li><li>Hindi (Preferred)</li></ul>Work Location: In person

Trainer & Quality Assurance Analyst

Burjline Builders

Role Scope:
<ul>
<li>Training Coordination: Plan and organize training schedules, handle logistics, and ensure smooth communication with participants.</li>
<li>Prepare all required materials, venues, and resources ahead of each session.</li>
</ul>
Onsite Quality Assurance:
<ul>
<li>Carry out regular visits across Miral assets to check that training content, service standards, and operational procedures are consistently applied on the ground.</li>
</ul>
Reporting:
<ul>
<li>Record key observations from site visits, highlight areas for improvement, and share follow-up reports to support teams in maintaining and improving performance.</li>
</ul>
Trainer Support:
<ul>
<li>Assist trainers during sessions by managing attendance, setting up training rooms, coordinating materials, and ensuring a smooth flow throughout the session.</li>
</ul>
Training Database Management:
<ul>
<li>Maintain accurate training records, attendance sheets, and evaluation data to ensure proper tracking and compliance with internal standards.</li>
</ul>
Communication &amp; Coordination:
<ul>
<li>Serve as a key link between the training department and on-site teams, ensuring timely updates, clear communication, and alignment on schedules and priorities.</li>
</ul>
Logistics &amp; Resource Management:
<ul>
<li>Oversee the availability and condition of training tools, materials, and equipment.</li>
<li>Coordinate with procurement or operations teams when additional resources are required.</li>
</ul>
This is a Temporary 6-month role (on premise - 9am to 5pm - Monday to Friday) which might be extended based on the performance and the situation on ground.

Training and Quality Assurance Coordinator

Recruit UK

Job Title: Training and Competency ManagerIndustry: Financial Planning Location: South England Salary: £60,000 + bonus (negotiable)Job Reference: 9988Job Description:Recruit UK are working on an excellent opportunity for a T&C Manager to join a Financial Planning company across South England. This exciting opportunity has been created due to the rapid expanse of the business. You will be working closely with the Head of T&C to offer support and development of the Wealth Managers. You will be mentoring and coaching advisers with CAS, as well as advisers gaining CAS. Duties: <ul><li>First line supervisor to Financial Planners of varying experience levels </li><li>Deliver training to new entrants and working closely with the Head of Academy </li><li>Undertake role plays, live observations and competency assessments </li><li>Keep training material up to date and develop new learning materials where required </li></ul>Benefits:<ul><li>Competitive salary of £60,000 (negotiable for the right candidate) </li><li>Discretionary bonus scheme </li><li>Travel expenses covered</li><li>Remote working, with travel to offices where required </li><li>25 days annual leave with buy/sell scheme </li><li>Christmas closure </li><li>Private medical insurance </li><li>Flexible benefits scheme </li></ul>Skills and experience required:<ul><li>Experience with coaching, mentoring and developing Financial Advisers </li><li>Good understanding and knowledge of FCA regulations and compliance procedures </li><li>Level 4 Diploma or equivalent </li></ul><img src="https://www.jobg8.com/Tracking.aspx?Ju8ovp2JVQEePGztR7QWP0ic8DFYLUYYn" width="0" height="0" />

Training and Competency Manager

The First Group

<div>
<div>
<div>
As a Training and Quality Coordinator, you will support the Learning &amp; Development and Quality teams in delivering engaging training experiences and maintaining exceptional service standards. You will play a key administrative and operational role in executing training programs, managing quality audits, and ensuring that team members embody Ciel s commitment to excellence. Key Responsibilities: <ul> <li> Coordinate logistics for training sessions including room bookings, materials, attendance, and follow-up. </li> <li> Maintain training calendars and ensure team members are informed of upcoming sessions. </li> <li> Support onboarding programs and assist with new team member orientations. </li> <li> Track training attendance, maintain accurate records, and generate reports. </li> <li> Assist in preparing presentations, certificates, and training content. </li> <li> Help monitor service standards through quality audits and feedback reports. </li> <li> Assist in analyzing guest feedback from platforms like TrustYou, ReviewPro, and internal surveys. </li> <li> Coordinate with departments to follow up on training and quality improvement plans. </li> <li> Support mystery audits and ensure corrective actions are tracked. </li> <li> Help update SOPs and service checklists in collaboration with departments. </li> </ul>
</div>
</div>
</div>

Training & Quality Coordinator

Solomon People Soluitons

Data Quality Management TrainerAs a DQM Trainer, you will be responsible for developing and delivering comprehensive training programs on data Quality science topics. You will engage with learners through interactive sessions, provide feedback, and ensure they gain practical experience with data tools and techniques.JobResponsibilities<ul><li>Develop and deliver training programs on data quality management science topics.</li><li>Conduct interactive sessions and practical labs.</li><li>Assess and provide feedback on learners' performance.</li><li>Stay updated with the latest trends and tools in data science.</li><li>Create and update training materials and resources.</li><li>Collaborate with other trainers and the curriculum team.</li><li>Mentor and support learners throughout their training journey.</li></ul>Qualifications<ul><li>Bachelor's or Master's degree in Data Science, Computer Science, or related field.</li><li>Proven experience as a data scientist or in a similar role.</li><li>Strong knowledge of data analysis, machine learning, and statistical methods.</li><li>Excellent communication and presentation skills.</li><li>Ability to explain complex concepts in an easy-to-understand manner.</li><li>Experience with data science tools and programming languages.</li></ul>Skills<ul><li>Python is a must</li><li>R</li><li>SQL</li><li>Machine Learning</li><li>Data Visualization</li><li>Statistical Analysis</li><li>Teaching/Training</li><li>Public Speaking</li><li>Curriculum Development</li></ul>Job Types: Part-time, Temporary, Contract Contract length: 12 monthsPay: AED50.00 - AED75.00 per hourExpected hours: 20 per weekExperience:<ul><li>Training on Data Quality Management: 5 years (Required)</li><li>Python : 5 years (Required)</li></ul>

Data Quality Management Trainer

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