Training and Quality Manager

The Training & Quality Manager is responsible for building a modern, AI-enabled learning and quality ecosystem that ensures customer service teams consistently deliver high-quality, first-time resolution  role shifts training from classroom-led delivery to continuous, data-driven and self-serve learning, and evolves quality assurance from manual auditing to insight-led, AI-powered performance improvement. This role plays a critical part in improving customer outcomes, accelerating advisor capability, and reducing cost-to-serve through smarter use of technology and insight.

• Own the end-to-end training strategy for Customer Service, with a clear focus on AI-enabled, digital and self-serve learning solutions.
• Design and deliver onboarding journeys that combine core foundations with AI-supported learning paths, simulations and knowledge reinforcement.
• Develop modular, on-demand training content (bite-sized learning, playbooks, video, knowledge prompts) to support advisors in-the-moment, not just in the classroom.
• Partner with Knowledge Management and Technology teams to integrate AI-driven knowledge tools into training and live advisor workflows.
• Use performance data, QA insight and AI analytics to proactively identify capability gaps and deploy targeted learning interventions at pace.
• Continuously review and optimise training content based on customer drivers, contact reasons, system changes and emerging trends.
• Measure training effectiveness through clear outcomes (speed to competency, quality improvement, reduced rework, improved FCR and CSAT), not attendance alone.

• Own the Quality Assurance strategy, evolving it from traditional sample-based QA to an AI-enabled, insight-led quality model.
• Implement and manage AI-powered quality tools to monitor customer interactions at scale across all channels (voice, email, chat, digital).
• Define quality standards, behaviours and outcomes aligned to customer experience, regulatory requirements and operational efficiency.
• Use AI and QA insight to identify systemic issues, coaching opportunities and process failures rather than individual error alone.
• Translate quality insight into clear actions for training, coaching, knowledge and process improvement.
• Work closely with Team Leaders to embed quality into everyday performance conversations, not just scorecards.
• Ensure QA frameworks remain fair, consistent, transparent and trusted by advisors.

• Support the development of digital self-help solutions by feeding quality and training insight into customer-facing content and journeys.
• Identify opportunities where improved training, knowledge or automation can deflect contact or prevent repeat issues.
• Drive a culture of continuous improvement, where insight leads directly to action and measurable change.

• Lead, coach and develop trainers and quality analysts, building capability in data-led decision making and AI adoption.
• Act as the central link between Operations, Workforce Management, Knowledge, Technology and Change teams.
• Champion the adoption of AI across Training and Quality, ensuring tools are used effectively, ethically and with clear business value.
• Act as a subject matter expert on service standards, learning effectiveness and quality governance.