Training & Quality Manager – Customer Service

About the role

We are looking for an experienced Training and Quality Manager to lead the design, delivery and continuous improvement of training programmes and quality assurance frameworks for our Customer Service organisation within the EMEA Commercial division. The role ensures that both customer‑facing and back‑office teams have the knowledge, tools and standards needed to provide consistent, compliant and high‑quality service.

Key responsibilities

• Develop, govern and continuously improve the Customer Service training curriculum, covering onboarding, ongoing capability development and process readiness.
• Own the quality assurance framework, monitoring and assessing customer interactions and back‑office activities against defined service and process standards.
• Translate commercial priorities into actionable training and quality initiatives across multiple markets.
• Lead, coach and develop a team of Training and Quality Assurance specialists, setting performance expectations and development plans.
• Provide performance insights and reporting to drive consistent execution and service improvement.

Required profile

• Proven experience in managing training and quality functions within a customer service or call‑center environment.
• Strong understanding of governance, compliance and continuous improvement methodologies.
• Ability to work cross‑functionally with commercial, operations and global business services teams.
• Excellent communication and stakeholder‑management skills.

Required skills

• Experience with training design and delivery.
• Quality assurance and audit processes.
• Data‑driven performance analysis.