Training & Quality Manager - Customer Service

at  Echo Managed Services

ABOUT US

Part of South Staffordshire group, Echo Managed Services is a leading provider of outsourced customer service solutions and software. We pride ourselves on delivering outstanding results for our clients and cultivating a culture of innovation and growth. Join our team and become part of a forward-thinking organization that values teamwork, integrity, and continuous improvement.
Join Echo and experience a dynamic workplace with a team that values you. Passionate about delivering outstanding customer service, Echo promises an exciting atmosphere where you’ll thrive

Our goal is to deliver exceptional customer service by providing training and quality solutions to our customers. We understand that the key to achieving this is through the expertise, knowledge, and understanding of our team. We are looking for someone that is passionate about aiding the delivery of excellence in customer service and advocating the importance of the customer journey. You will be responsible for designing and delivering comprehensive training materials using various methods to our managing trainers and coaches. Some key responsibilities are:

• Design and delivery of training material across the operation which incorporate a blended learning approach.
• Analysis of customer led metrics to identify improvements in the training cycle and improve results.
• Line management responsibility for trainers and performance coaches.
• Ensure that all training and training materials conform to company branding guidelines and are aligned to our vision, mission and values.
• Maintain online resources and build new ones where required.
• Be part of project implementations ensuring all training material updated and delivered in a timely manner.
• Review of Echo processes and communication of amendments across the operations
• To work in partnership with key stakeholders and help support engagement initiatives across the contact centre.
• Evaluation of all training to drive continuous improvement and develop new approaches to training and the development of new programmes.
• Hands on day-to-day call listening and observation of performance in the Operation.
• Continued group and individual coaching support post training to ensure competency levels are reached, maintained and learning has been embedded.
• Development of the Quality Assurance Framework and associated feedback and improvement loop.
• Drive down internal referrals within the Operation.
• Occasional delivery of induction training to new starters supporting the internal reinforcement of the company values, vision, policy and procedures.