Travel‑Ready Training, QA & CI Leader

MSC Cruises Management (UK) Limited; Woking; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading cruise line company in Woking is seeking a Training, Quality and Continuous Improvement Manager to design and manage all Contact Centre training programs and lead quality assurance and continuous improvement initiatives. The ideal candidate will have strong leadership experience in Learning & Development, excellent organizational skills, and the ability to communicate effectively at all levels. This role may require occasional international travel to other sites for training support and quality calibration.

Qualifications

• Proven leadership experience in Learning & Development.
• Strong passion for people development and creating growth opportunities.
• Excellent facilitation, coaching, and presentation skills.
• Highly organized with strong project management capabilities.

Responsibilities

• Design and manage Contact Centre training programs.
• Lead the Quality Assurance function to ensure performance.
• Guide continuous improvement initiatives based on data and feedback.
• Manage and support Training, Quality, and Continuous Improvement teams.

Skills

Leadership

Coaching

Facilitation

Project management

Communication

Creativity

Education

Experience in Learning & Development in travel or hospitality

Tools

MS Office

Learning Management Systems

Telephony platforms (e.g. PureCloud, Genesys)

CRM systems (e.g. Salesforce)

Job description

A leading cruise line company in Woking is seeking a Training, Quality and Continuous Improvement Manager to design and manage all Contact Centre training programs and lead quality assurance and continuous improvement initiatives. The ideal candidate will have strong leadership experience in Learning & Development, excellent organizational skills, and the ability to communicate effectively at all levels. This role may require occasional international travel to other sites for training support and quality calibration.