Training and Quality Manager

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

Training and Quality Manager

Training and Quality Manager – Financial Services

At Concentrix, we’re looking for an experienced and driven Training and Quality Manager to support a financial services client in delivering exceptional customer experiences, operational excellence, and regulatory compliance.

In this role, you will lead the training and quality assurance strategy for customer support operations, ensuring advisors are fully equipped to handle customer interactions with accuracy, professionalism, and empathy. You will play a critical role in improving performance, embedding quality standards, and driving continuous improvement in a highly regulated environment.

Key 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

What We’re Looking For

• Proven experience in a Training Manager, Quality Manager, or Training & Quality leadership role

• Experience working within financial services, banking, insurance, collections, or another regulated environment

• Strong knowledge of quality frameworks, learning design, and performance coaching

• Ability to interpret data and turn insights into practical improvement actions

• Excellent communication, presentation, and stakeholder management skills

• Strong understanding of compliance, risk, and customer experience expectations in financial services

• Experience leading teams and influencing cross-functional stakeholders

• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment

• A proactive, solutions-focused mindset with a passion for continuous improvement

If you are passionate about developing people, driving quality, and delivering measurable impact in a financial services environment, we’d love to hear from you. Join Concentrix and help us raise the bar for customer experience, compliance, and operational performance.

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town