What We Offer + Competitive industry salary + Comprehensive benefits package including pension, life assurance, employee assistance program, referral scheme, and discounts on high street brands and Johnson Controls security products + Extensive product and cross-training opportunities with excellent resources + Supportive and collaborative team environment + Commitment to safety through our Zero Harm policy + Access to business resource groups + Training on our company values Your Role As the Quality and Training Manager, you will oversee the quality assurance and Learning & Development (L&D) departments. Your goal is to develop, implement, and maintain quality and learning strategies to ensure a high and consistent level of knowledge and quality across the Customer Service Centre (CSC). Your Responsibilities + Implement and continuously improve Quality Frameworks and structures within the CSC + Utilize quality outputs and learning assessments to develop and execute a comprehensive L&D strategy, managing the end-to-end delivery of learning activities for the Customer Service Team + Develop and implement strategies to achieve industry-leading customer experience through effective quality management and training + Establish and manage a quality auditing structure to ensure fair and accurate quality scoring, with appropriate reporting to drive actionable insights + Lead, coach, and motivate a team of quality specialists, L&D trainers, and Customer Service analysts + Ensure all KPIs and SLAs are met in alignment with Strategic Service Goals What We’re Looking For + Extensive experience in leading Quality Assurance divisions with a deep understanding of quality assessment models + Proven experience in L&D management, particularly in technical training within a contact centre environment + Strategic thinker with experience in deploying strategies in complex businesses + Experience in fostering a culture of quality in a call centre environment + Excellent communication, presentation, and facilitation skills + Strong influencing abilities #LI-Hybrid #LI-SD1