Customer Experience Quality and Training Manager

We are an innovative and forward-thinking company currently undergoing an exciting and ambitious transformation, dedicated to delivering exceptional customer experiences. This journey is redefining our processes, technology, and culture, all aimed at enhancing our customer satisfaction and operational excellence. We are committed to fostering a dynamic environment where continuous improvement and professional growth are at the core of everything we do.

This exciting new position will offer the chance to play a significant role in enhancing our customer experience during a major transformation.

The Quality and Training Manger is responsible for creating, developing, implementing, and managing the quality assurance framework to ensure the consistent delivery of best-in-class customer experience.

This role plays a critical part in enhancing customer satisfaction, improving operational efficiency, and fostering a culture of continuous improvement within the customer service department.

This critical role will be instrumental in ensuring the quality of our customer interactions and service delivery, while empowering our customer service workforce through comprehensive training initiatives. You will be at the forefront of implementing new standards, developing robust training programs, and fostering a culture of excellence and continuous learning within our customer service operations.

The CX Quality and Training Manager will analyse performance data, identify training needs, and provide actionable insights to drive excellence in every customer interaction.

As a key member of our contact centre, you'll be responsible for:

• Customer Experience Quality Assurance Strategy:
  • Create, implement, and manage a comprehensive quality assurance framework specifically tailored for customer service interactions (e.g., calls, chats, emails), aligning with our strategic objectives and transformation goals.
  • Establish clear quality standards, metrics, and scoring methodologies aligned with business objectives and customer expectations.
  • Continuously review and update the QA framework to reflect changing business needs, customer feedback, and industry best practices.

• Performance Monitoring & Feedback:
  • Analyse data, conduct regular call/interaction monitoring, capturing scores and feedback
  • Calibrate with the Customer Experience Leadership Team to ensure consistency in quality scoring and feedback delivery
  • Collect, analyse, and interpret customer service quality data to identify areas for improvement and celebrate successes.
  • Generate comprehensive quality reports for leadership, highlighting key trends, performance insights, and recommendations.

• Customer Service Curriculum Development:
  • Design, develop, and deliver engaging and effective training programs, materials, and modules for all levels of customer service staff. This includes (but not limited to) training on product knowledge, system usage, communication skills, empathy, de-escalation techniques, and adherence to service standards.

• Documentation & Standards:
  • Create and maintain up-to-date documentation for customer service quality standards, operating procedures, and training manuals.

• Stakeholder Collaboration:
  • Work closely with customer service leadership, product teams, and IT to embed quality and learning principles throughout transformation initiatives impacting the customer experience.

• Change Management:
  • Act as a champion for change within the customer service department, guiding employees through new tools, processes, and service offerings with clear communication and support.

Sills and Experience:

We're looking for someone who is not only skilled but also embodies our core values.

Essential:

• Proven experience in a Quality Assurance or Training Management role within a customer service contact centre environment, ideally during significant transformation
• Demonstrable experience in developing and implementing QA frameworks and training programs specifically for customer service teams

Desirable:

• Certification in Quality Management (e.g., Lean Six Sigma,).

Competencies:

Your strengths:

• Analytical Skills: Strong ability to analyse data, identify trends, and draw actionable conclusions.
• Communication: Excellent written and verbal communication skills, with the ability to provide clear, concise, and constructive feedback.
• Attention to Detail: Meticulous attention to detail in evaluating customer interactions and identifying areas for improvement.
• Problem-Solving: Strong problem-solving skills with the ability to identify root causes and develop effective solutions.
• Influencing Skills: Ability to influence stakeholders at various levels to adopt quality best practices.
• Customer Focus: Deep understanding of customer service principles and a passion for delivering exceptional customer experiences.
• Technical Proficiency: Proficient in using quality assurance software, CRM systems, and data analysis tools (e.g., Excel, reporting dashboards).
• Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to an evolving customer service environment.
• Team Collaboration: Strong ability to work collaboratively with cross-functional teams.

Working for one of the leading manufacturing companies in the country, this is a great opportunity to drive positive change and make a significant contribution across the business. In return, you will receive a rewarding and competitive remuneration package, and be based in our Edinburgh office, in the heart of Scotland.

• Discretionary annual bonus scheme.
• 33 days annual leave (includes public holidays), with the opportunity to purchase additional days.
• Flexi hours – with a 3’oclock finish on a Friday!
• Healthcare cash plan.
• Bike to work scheme.
• On-site parking.
• Staff discount.
• Sharesave – an opportunity to purchase company shares.

If you're interested in this position, please apply using the form below.

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