Customer Experience Training & QA Leader

CCA Recruitment Group; England; On-site; GBP 60,000 - 90,000; Full time

Job summary

CCA Recruitment Group is seeking an experienced Training & Quality Assurance Manager to lead our learning, development and quality functions within a busy contact centre operation.

Reporting to the Head of Operations, you will design and deliver engaging training programmes, manage quality assurance processes, and drive continuous improvement across customer interactions. This role focuses on coaching, performance improvement and ensuring regulatory standards are met.

Qualifications

• Proven experience in a Training Manager / Learning & Development Manager or similar within a contact centre.
• Strong understanding of contact centre quality monitoring and coaching methodologies.
• Experience designing and delivering training for multi-channel customer service teams.
• Demonstrable experience managing and developing teams.
• Excellent communication, presentation and stakeholder management skills.
• Strong analytical skills with the ability to interpret performance data and identify trends.
• Experience using quality monitoring, LMS and contact centre reporting systems.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Design, 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.
• Develop and manage the contact centre quality framework and scorecards.
• Lead a team of Quality Analysts and Trainers.
• Monitor calls, emails, webchat and other customer interactions to assess quality standards.
• Deliver regular feedback, coaching and development plans to improve performance.
• Analyse QA results and identify trends, risks and opportunities for improvement.
• Ensure compliance with company policies, regulatory requirements and customer service standards.
• Produce and present quality and training reports to senior stakeholders.
• Use customer feedback, quality insights and operational data to recommend improvements.
• Work closely with Operations, Workforce Planning and HR teams to support business objectives.
• Champion a culture of continuous learning, accountability and customer excellence.
• Support change initiatives and operational projects across the contact centre.

Skills

Training management

Quality assurance

Coaching

Stakeholder management

Analytics

Communication

Tools

LMS

Job description

CCA Recruitment Group is seeking an experienced Training & Quality Assurance Manager to lead our learning, development and quality functions within a busy contact centre operation.

Reporting to the Head of Operations, you will design and deliver engaging training programmes, manage quality assurance processes, and drive continuous improvement across customer interactions. This role focuses on coaching, performance improvement and ensuring regulatory standards are met.