Quality Assurance & Training Manager

Quality Assurance & Training Manager 
Rotherham, South Yorkshire 
£30,000 - £35,000 Plus Benefits including Company Bonus Scheme, Free Onsite Parking, Free Fruit & Hot Drinks, Flexible Benefits, 23 Days’ Holiday 

If you have experience of coaching and developing staff and a background in financial services, this is a superb opportunity to make your mark with a leading business. 

Debt Managers Services Limited (DMSL) is part of Secure Trust Bank, a well-established banking group and provides a superb range of debt recovery services to the credit industry. They are now looking for a Quality Assurance & Training Manager to join their team. 

At DMSL, you won’t be a small cog in a big wheel – you’ll have the autonomy to use your skills and experience to drive the business forward and make a tangible impact on their success. 

You’ll join a business that understands the importance of training and development. In return for your hard work, you’ll receive a competitive package, including a suite of flexible benefits that you can tailor to suit your lifestyle, from gym memberships to wine clubs. 

As the Quality Assurance & Training Manager, you’ll lead, motivate and develop DMSL’s Quality Assurance Team. 

Customers are at the heart of everything DMSL does, and to ensure that a world-class service is delivered, DMSL have a dedicated Quality Assurance Team that makes sure all customer-facing teams are doing a fantastic job. 

You’ll ensure that call monitoring programmes are in place and delivered effectively, as well as making sure that constructive feedback is supplied to improve the performance of customer-facing colleagues. 

Specifically, your duties will involve: 

- Designing, delivering and evaluating training for new starters joining the frontline Collections Teams 
- Implementing training solutions 
- Ensuring that outstanding customer service is delivered at every touch point 
- Attending and contributing to customer meetings 
- Performing thematic quality checking, gap and trend analysis 

To be considered, you’ll need: 

- Experience in a financial services contract centre 
- Significant experience of coaching and developing staff, as well as designing and delivering structured training programmes 
- A strong working knowledge of financial regulations 

Self-motivated and focused, as the Quality Assurance & Training Manager, you’ll need great communication and presentation skills to successfully deliver training. A collaborative approach and excellent prioritisation abilities are also key. 

To apply for the role of Quality Assurance & Training Manager, please apply via the button shown. 

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency. 

Additional Keywords: Quality Assurance & Training Manager, QA Manager, Contact Centre Training Manager, Training Manager, Senior Customer Service Trainer, Customer Service Training Manager, Senior Call Quality Analyst, Financial Services.