Assistant Manager - Service Quality and Training

• Leading, coaching and developing the Trainer and Service Quality Co-ordinators with a focus on personal and overall team growth.
• Overseeing workload planning, prioritisation and quality of output across both training and service quality streams.
• Building a collaborative, high-performance culture within the team.
• Driving continuous improvement initiatives across training and service quality, ensuring measurable uplift in performance and customer experience.
• Supporting the Manager by acting as a deputy and contributing to long-term strategies for service excellence, effective training and capability development.
• Overseeing the continuous review and enhancement of training materials, timelines, and service delivery standards.
• Ensuring the Training & Service Quality Operating Model is maintained, updated and adhered to.
• Overseeing the accuracy and consistency of quality audits, scorecards and reporting.
• Consolidating insights from training feedback surveys, quality checks, Training Needs Analysis and observations to inform action planning.
• Partnering with Operations to design targeted interventions, refresher programmes, and coaching initiatives.
• Representing the unit in cross-functional projects, steering groups and operational reviews.
• Performing any other role related duties as assigned by Management.

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

• Strong leadership and people-management capability with the ability to develop and motivate others.
• Excellent analytical and problem-solving skills.
• Strong understanding of training methodologies, quality frameworks and customer experience principles.
• Confident facilitator with strong communication and presentation skills.
• Capable of managing multiple priorities and driving structured follow-through.

Misco