Quality and Training Manager

A leading digital bank is urgently recruiting for a Quality and Training Manager job. This job requires a candidate with a strong background, technical knowledge and experience in quality scoring, quality performance and training implementation.

About the Quality and Training Manager Role:
The role is responsible for creating training manuals, quality assurance processes to be used to train new hires and to design upscale training for customer service representatives. The role will document all the workflows and processes of the lending team as a group.

Key Responsibilities:

• Design training plans based on hiring projections
• Focus on modules and planning tests scores
• Conduct regular audits on every customer interaction
• Implement quality framework to audit lending collections in mobile app and website to ensure standards are met with compliance, etc.
• Develop and manage the quality assurance and training programme for operations​
• Recommend system and process improvements based on analysing the data generated operational dashboards​
• Partner with operations, finance and other departments to ensure the recommendation for system and process improvements are appropriately addressed
• Perform periodic quality assurance reviews and reports process and system improvements ​
• Coordinate with operations on the resolution of identified areas for improvements
• Train new hires and existing operations staff across all banking operations departments​
• Possess in-depth knowledge of quality performance
• Knowledge in quality scoring (QMS)
• Stay up to date with market and QA trends

To succeed in this Quality and Training Manager role, you must have a financial services background or handled a financial services account/client. Technical knowledge and experience in quality scoring (QMS - Quality Management Scoring) is a requirement and an advantage.

Key Requirements:

• At least five years of experience in managing quality, training and audit
• Graduate of any four-year business-related course
• Good to have COPC (Customer Operations Performance Centre) certification, but not required

This leading investment company does not need an introduction.

If you have the drive and determination to contribute your expertise in a thriving fast-paced and highly competitive environment, this Quality and Training Manager is right for you.

Apply now or contact me to learn more.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.