Smr Training & Quality Lead

• Designing, delivering and evaluating engaging training programmes across SMR Contact Centre teams
• Delivering Induction Training for all new colleagues
• Completing QA assessments, providing constructive feedback and creating solutions to close knowledge gaps
• Designing new learning interventions aligned to the SMR Business Plan, including process changes and campaign activity
• Maintaining a comprehensive learning library
• Promoting and supporting the adoption of knowledge management tools
• Ensuring own SMR product, service and industry knowledge remains up to date
• Working closely with leaders and stakeholders to ensure a seamless learning experience
• Creating ad-hoc training solutions in response to business needs
• Completing all associated administration and documentation accurately
• Using data, complaints and feedback to identify opportunities for coaching and improvement
• Acting as a role model for performance, behaviours and customer excellence

• Experience delivering or facilitating training, ideally in a contact centre environment
• Experience designing and implementing training solutions
• Strong coaching skills with the ability to give positive, constructive feedback
• Excellent organisational skills and the ability to work to tight deadlines
• Outstanding communication skills, written and verbal
• Ability to influence and build strong stakeholder relationships
• Resilience, patience and the ability to work in a fast-paced environment
• A track record of acting as a role model
• Strong MS Office skills
• CIPD/TAPs qualification (or working towards) – preferred

CIPD/TAPs qualification (or working towards)