Job Information
Johnson Controls Quality and Training Manager in Manchester, United Kingdom
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
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