An exciting new position has become available for a Training & Quality Specialist to join a leading organisation in Mid Kent.

The successful candidate will be responsible for the growth & development of the team, with key duties such as new starter, product & customer service training.

Responsibilities:

* Carry out quality checks and assessments and provide 1:1 coaching, small workshops and classroom training to continuously improve the level of service delivered to our customers.
* Provide outstanding training to the Operational Teams that includes new starter training, recurrent and on-going training, channel specific soft skills and launches of new products to the market.
* Ensure that the business provide an excellent learning experience
* Liaise with Team Managers on new advisors' probationary performances and arrange any follow up training through the life-cycle of their position
* Work closely with the Customer Service Team Managers to identify and implement creative learning interventions to ensure service levels are maintained and improved, including systems and soft skills training
* Carry out regular and consistent call-monitoring and email review, incorporating the results into 1:1 coaching sessions and small feedback groups
* Carry out quality checks to proactively identify trends and feedback to improve the effectiveness of training, deliver coaching sessions as required, and build rapport with customer services staff to enable them to make a positive difference
* Be proactive in your own learning; ensure you are up to date with the latest in product and system knowledge; communicate effectively with other departments and external stakeholders to cross-reference information for maximum accuracy
* Actively contribute and implement new ideas for the continuing improvement of the training and quality processes
* Design and analyse regular assessments and feedback surveys on all training delivered

Requirements:

* Previous experience working within a fast-paced training environment
* Confident delivering in a classroom environment, to small groups and 1:1, putting quality at the forefront of everything - for learners, employers and the team
* A clear understanding of the development, coaching and training cycle
* Excellent time management, IT (Word, Excel and PowerPoint) skills and strong verbal and written communication
* Knowledge of how to prioritise the work that will deliver the most effective returns
* Excellent organisational and planning skills.
* Use strong facilitation skills, keeping the delivery fun, energetic and engaging