Global Training & Quality Improvement Lead

MSC Cruises; Woking; On-site; GBP 45,000 - 60,000; Full time

Job summary

A global travel company in the United Kingdom is looking for a Training, Quality and Continuous Improvement Manager to lead and manage Contact Centre training and quality assurance programs. The ideal candidate will have proven leadership experience in Learning & Development within the hospitality industry, excellent coaching skills, and proficiency in related tools. This is a great opportunity to contribute to service excellence and guest satisfaction while supporting employee development. Apply today to be part of an innovative team pushing boundaries in travel!

Benefits

Diverse and inclusive work environment

Opportunities for travel

Employee development programs

Qualifications

• Proven leadership experience in Learning & Development within a travel or contact centre environment.
• Strong passion for people development and growth opportunities.
• Excellent presentation and coaching skills.

Responsibilities

• Design, deliver, and manage Contact Centre training programs.
• Lead and manage the Quality Assurance function.
• Guide Continuous Improvement initiatives using data.

Skills

Leadership experience in Learning & Development

Facilitation and coaching skills

Project management capabilities

Communication skills

Proficient in MS Office and Learning Management Systems

Education

Full Right to Work in the UK

Tools

Learning Management Systems

Telephony platforms (e.g., PureCloud, Genesys)

CRM systems (e.g., Salesforce)

Job description

A global travel company in the United Kingdom is looking for a Training, Quality and Continuous Improvement Manager to lead and manage Contact Centre training and quality assurance programs. The ideal candidate will have proven leadership experience in Learning & Development within the hospitality industry, excellent coaching skills, and proficiency in related tools. This is a great opportunity to contribute to service excellence and guest satisfaction while supporting employee development. Apply today to be part of an innovative team pushing boundaries in travel!