Service Quality and Training – Assistant Manager

• Lead, coach, and develop the Trainer and Service Quality Co-ordinators with a focus on personal and overall team growth.
• Oversee workload planning, prioritisation, and quality of output across both training and service quality streams.
• Build a collaborative, high-performance culture within the team.
• Drive continuous improvement initiatives across training and service quality, ensuring measurable uplift in performance and customer experience.
• Support the Manager by acting as a deputy and contributing to long-term strategies for service excellence, effective training and capability development.
• Oversee the continuous review and enhancement of training materials, timelines, and service delivery standards.
• Ensure the Training & Service Quality Operating Model is maintained, updated, and adhered to.
• Oversee the accuracy and consistency of quality audits, scorecards, and reporting.
• Ensure calibration sessions and quality meetings are executed to standard and drive meaningful improvement.
• Consolidate insights from training feedback surveys, quality checks,
• Training Needs Analysis and observations to inform action planning.
• Partner with Operations to design targeted interventions, refresher programmes, and coaching initiatives.
• Represent the unit in cross-functional projects, steering groups, and operational reviews.
• Maintain strong relationships with Operations, supporting units, and key stakeholders.
• Perform other role related duties as assigned by Management.

• Strong leadership and people-management capability, with the ability to develop and motivate others.
• Excellent analytical and problem-solving skills, with a structured approach to identifying and addressing gaps.
• Strong understanding of training methodologies, quality frameworks, and customer experience principles.
• Confident facilitator with strong communication and presentation skills.
• Ability to manage multiple priorities and drive structured follow-through.
• High level of external client and stakeholder management, with the ability to build strong relationships.

• Diploma in Business, Training, Quality Management, HR, or a related field.
• 3 + years experience in a leadership role within training, service quality or operational environments.
• Exposure to compliance-driven environments (e.g. audit frameworks such as ISO standards).
• Experience in contact centre, service operations, or training academy environments.
• Experience evaluating or implementing QA automation or learning technologies is desirable.

• Training and development
• Health insurance
• Mobile schemes
• Gym packages included
• In-house canteen serving different healthy food
• Monthly events
• Free on-site parking
• Staff discounts in over 50 businesses
• Dress down Fridays

Centrecom