Training and Quality Assurance Manager

Job Title:
Training and Quality Assurance Manager (Hybrid – Cheshire and home-based)

Company Overview:
Our client is a dynamic and innovative travel company dedicated to providing outstanding sales and service solutions for a diverse portfolio of partners. They are rapidly expanding, delivering contact centre functions for some of the most recognisable names in the travel industry. With a strong commitment to excellence, our client continually seeks top talent to drive forward their growth and success. Currently, they are looking for a Training and Quality Assurance Manager to help develop and support their growing team.

Job Summary:
As a Training and Quality Assurance Manager, you will play a pivotal role in delivering comprehensive, effective, and engaging onboarding experiences for new employees and homeworkers working in the virtual call centre. You will design and implement tailored training programs that empower team members to excel and contribute to company success. This role requires a creative and strategic thinker with excellent communication skills and a passion for developing individuals. You’ll also work closely with clients to ensure alignment between the company’s values and those of the client’s in-house teams.

Key Responsibilities:

• Induction Programme Development: Create and continuously improve the induction programs for employees and homeworkers to ensure alignment with company values, culture, and objectives.
• Training Design: Develop and maintain training materials, modules, and resources tailored to each client, reflecting their brand, culture, product, and booking processes.
• Training Delivery: Conduct training sessions for new and existing team members using various instructional techniques and formats, including workshops, webinars, and e-learning platforms. Evaluate training effectiveness using feedback mechanisms and KPIs.
• Continuous Improvement: Regularly refine training content and methodologies to keep up with changing business needs and industry trends, with a focus on achieving service level agreements (SLAs).
• Partner Collaboration: Ensure timely communication of client processes, procedures, and updates to the wider team.

What We’re Looking For:

• Proven experience in designing and delivering training programs
• Familiarity with learning management systems (LMS) and e-learning tools
• Travel industry experience is preferred
• Excellent communication, presentation, and facilitation skills
• Ability to collaborate effectively with cross-functional teams and build relationships across organisational levels
• Strong organisational skills
• A passion for employee development and commitment to a positive work culture
• Willingness to travel domestically and internationally to client locations during onboarding

Benefits:

• Competitive salary
• Excellent career development and growth opportunities
• Work-life balance initiatives
• Employee recognition programs
• Inclusive company culture
• Discounted holiday benefits
• 25 days holiday

How to Apply:
Please submit your CV and a cover letter to careers@howardjames.co.uk, including Ref: TIE1 in the subject line.

Our Client is an equal opportunity employer, committed to creating an inclusive environment for all employees and homeworkers..