Training & Quality Manager hos Capita

Utlöper om 13 dagar


This role will initially be based from home until January and then based from Cork Airport Business Park.
The Training & Quality Manager will be responsible for coaching and developing a high performance team responsible for auditing operational activities, managing complaints and delivering key KPIs in a fast paced cross functional environment.
This individual will have responsibility for overall co-ordination of the Training & Quality program within the Operation with support from the Head of Training & Quality. They will develop, deliver and monitor all training and quality processes to meet our client service delivery requirements.
They will be required to manage a quality framework that facilitates continuous improvement and risk mitigation across the contract. The role requires extensive collaboration and communication with the client and embraces our goal of delivering better outcomes.
Job title: Training & Quality Manager

Job Description:

Becoming a Quality and Training Manager with Capita Customer Solutions:
We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.
The Training & Quality Manager will be responsible for coaching and developing a high performance team responsible for auditing operational activities, managing complaints and delivering key KPIs in a fast paced cross functional environment.
This individual will have responsibility for overall co-ordination of the Training & Quality program within the Operation with support from the Head of Training & Quality. They will develop, deliver and monitor all training and quality processes to meet our client service delivery requirements.
They will be required to manage a quality framework that facilitates continuous improvement and risk mitigation across the contract. The role requires extensive collaboration and communication with the client and embraces our goal of delivering better outcomes.

What you will do:

  • Management of a team of Quality Analysts, Complaints Specialists and Performance coaches
  • Quality & Coaching – co-ordination of staff mentoring, to include regular performance reviews and coaching
  • Develop, co-ordinate, execute and implement training manuals and training schedules with the support of their team
  • Co-ordination of extensive Quality monitoring across a number of mediums
  • Analysis of Quality statistics to drive improvements
  • Analyse individual and team metrics to determine focus areas of training and coaching for individuals and the entire operation
  • Responsible for delivery of change management in relation to Quality as identified through standard processes
  • Collaboration with L&D and coaches to deliver positive changes within the Operations

Your experience will include:

  • 2-5 years’ experience in a Training and/or Quality environment is desirable
  • Previous management experience is desirable
  • Experience in developing and delivering training material and evaluating and measuring staff performance against training provided.
  • Experience in dealing directly with clients and delivering positive outcomes
  • Excellent analytical skills & proficiency in Microsoft Office
  • Confident in presenting to both small and large groups
  • Aptitude for learning and constant improvement
  • Ability to multitask
  • Providing performance feedback
  • Ability to motivate others to deliver better outcomes

AboutCapita Customer Solutions
Capita Customer Solutions is an established leader in the business process outsourcing market with multiple clients in both the public and private sectors. We have a strong reputation for the reliable delivery of bespoke, high-quality and flexible solutions in the areas of: Customer Service and Sales, Credit Management, Agribusiness, Quality Assurance, Finance Processing, Multilingual.
As an organisation we are committed to evolving solutions that will best serve our clients and their customers and which lead to the type of transformative partnerships that organisations increasingly expect from outsourcing companies. Furthermore, as part of the Capita group, the UK’s leading outsource company and an employer of 63,000 people globally, we have access to the knowledge, the scale and the technology necessary to support the development of creative and flexible solutions that align with client requirements.

What’s in it for you?

  • A competitive basic salary.
  • 22 days’ holiday.
  • Free parking, Employee Assistance Programme, pension scheme, company social events, sports and fitness activities…and plenty more.
  • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you will do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.
Location: Little Island
Time Type: Full time
Contract Type: Permanent

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