Senior Training & Quality Lead – Financial Services

Concentrix; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Concentrix is seeking an experienced Training and Quality Manager to lead training and quality assurance for a financial services client. You will drive training strategy, quality frameworks, and performance coaching across customer support operations to ensure compliant, accurate, and empathetic customer interactions.

You will partner with operations and client teams to elevate capabilities, monitor KPIs, and deliver data-driven insights that improve customer experience and regulatory

Qualifications

• Proven experience in a Training Manager or Quality Manager role.
• Experience in financial services or other regulated environments.
• Knowledge of quality frameworks, learning design, and performance coaching.
• Ability to interpret data and turn insights into actions.
• Strong stakeholder management and communication skills.
• Understanding of compliance and risk in financial services.

Responsibilities

• Design, implement, and continuously improve new hire and ongoing training programs.
• Ensure all learning content reflects financial services processes, policies, and compliance requirements.
• Partner with operations leaders to identify capability gaps and build targeted development plans.
• Lead the quality assurance framework across customer interactions, including calls, chats, emails, and back-office activity.
• Monitor performance against internal standards and client expectations.
• Drive calibration sessions to ensure consistent scoring and evaluation across teams.
• Analyse quality trends, training effectiveness, and performance data to identify opportunities for improvement.
• Deliver coaching insights and action plans that improve customer experience, compliance, and operational KPIs.
• Support frontline leaders with structured coaching and performance interventions.
• Act as a key point of contact for training and quality matters with internal stakeholders and the financial services client.
• Present insights, recommendations, and performance updates in a clear and data-driven way.
• Build strong relationships across operations, compliance, and client teams.
• Ensure all training and quality activities align with regulatory, risk, and compliance standards relevant to financial services.
• Maintain audit-ready documentation and robust quality controls.

Skills

Training Manager

Quality Manager

Learning design

Performance coaching

Stakeholder management

Data interpretation

Compliance knowledge

Job description

Concentrix is seeking an experienced Training and Quality Manager to lead training and quality assurance for a financial services client. You will drive training strategy, quality frameworks, and performance coaching across customer support operations to ensure compliant, accurate, and empathetic customer interactions.

You will partner with operations and client teams to elevate capabilities, monitor KPIs, and deliver data-driven insights that improve customer experience and regulatory