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Training & Quality Manager

Location: 

Cambridge, GB

Category:  Administration and Customer Services

Job Title: Training and Quality Manager

Contract: Permanent, Full time

Salary: £27,200-£38,200

Location: Cambridge

 

Position summary

Cambridge Assessment English are looking for an exceptionally talented, bright and driven Training and Quality Manager to plan, direct, and manage all Training and Quality related processes and activities in our Customer Support department.

The Training and Quality Manager will be an integral part in the Customer Support Team, providing focused expertise in managing our training and quality assurance programs. The role is imperative in ensuring all members of the team receive the training & development needed, so we meet the quality expectations for top customer experience.

 

The role reports to a Senior Customer Support Manager

 

More specifically, as a Training and Quality Manager, you will:

  • Conduct customer service training and facilitate training courses on new and existing products and services
  • Identify training gaps, recommend and conduct appropriate retraining
  • Create assessment criteria and templates to track and review training deliveries
  • Design quality score card programs and maintain feedback mechanism
  • Monitor recorded calls and evaluate outcomes through relevant scorecards
  • Prepare quality documentation and reports
  • Offer regular quality and learning related feedback to supervisors and agents
  • Present findings in managers meetings and suggest improvement measures
  • Investigate customer complaints and non-conformance issues
  • Ensure compliance and consistency in data capture and logging

 

Key Measures & Expected Results

  • Continuous improvement in staff’s product knowledge and technical capability
  • Maximised and consistent compliance to contact handling procedures and quality standards
  • Ensure Cambridge English Customer Service Goals and Objective targets are achieved
  • Improvement in first-time resolution rates and customer satisfaction scores
  • Longer-term, reduction in volume of inbound calls per customer

 

Essential

  • Solid understanding of the importance of Training and Quality in customer experience
  • Strong planning and organizational ability
  • Excellent numerical and analytical skills
  • Positive attitude and enthusiasm towards work, colleagues and professional development
  • Excellent attention to detail and accuracy of information and language
  • Effective interpersonal and presentation skills
  • Proven communication, listening and motivational skills
  • Effective coach at the frontline Advisor & Team Leader level

 

Desirable

  • Experience working as a Trainer and or as a Quality Assurance Manager
  • Certifications in Training and / or Quality
  • Experience in the Education sector will be highly appreciated
  • Experience of planning and delivering training in a comparable customer support function, covering contact handling procedures, product and system usage
  • Experience of setting up and carrying out effective quality monitoring and reporting processes in a contact centre or helpline environment

 

Who we are

Cambridge Assessment English is a part of Cambridge Assessment, a department of the University of Cambridge. We are the global leader in English language assessment. We help people learn English and prove their skills to the world. We provide exams in English for speakers of other languages taken by over 5 million candidates worldwide each year, as well as the leading range of qualifications for language teachers.

 

Benefits

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays
  • Annual salary review and discretionary company bonus 
  • Enhanced maternity/paternity pay 
  • Employee discount and cash back scheme at 2,500 retailers
  • Cycle scheme
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.

 

 

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 20/02/2020 and interviews will be held on 3rd March.

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

 

CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER


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