Training and Quality Manager

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Job Description

Training and Quality Manager Financial Services

At Concentrix were looking for an experienced and driven Training and Quality Manager to support a financial services client in delivering exceptional customer experiences operational excellence and regulatory compliance.

In this role you will lead the training and quality assurance strategy for customer support operations ensuring advisors are fully equipped to handle customer interactions with accuracy professionalism and empathy. You will play a critical role in improving performance embedding quality standards and driving continuous improvement in a highly regulated environment.

Key Responsibilities

• Design implement and continuously improvenew hireandongoing training programs

• Ensure all learning content reflectsfinancial services processespolicies andcompliance requirements

• Partner with operations leaders to identify capability gaps and build targeted development plans

• Lead thequality assurance frameworkacross customer interactions including calls chats emails and back-office activity

• Monitor performance against internal standards and client expectations

• Drive calibration sessions to ensure consistent scoring and evaluation across teams

• Analyse quality trends training effectiveness and performance data to identify opportunities for improvement

• Deliver coaching insights and action plans that improve customer experience compliance and operational KPIs

• Support frontline leaders with structured coaching and performance interventions

• Act as a key point of contact fortrainingandqualitymatters with internal stakeholders and the financial services client

• Present insights recommendations and performance updates in a clear and data-driven way

• Build strong relationships across operations compliance and client teams

• Ensure all training and quality activities align withregulatoryrisk andcompliancestandards relevant to financial services

• Maintain audit-ready documentation and robust quality controls

What Were Looking For

• Proven experience in aTraining ManagerQuality Manager orTraining & Quality leadershiprole

• Experience working withinfinancial servicesbankinginsurancecollections or another regulated environment

• Strong knowledge ofquality frameworkslearning design andperformance coaching

• Ability to interpret data and turn insights into practical improvement actions

• Excellent communication presentation and stakeholder management skills

• Strong understanding ofcompliancerisk andcustomer experienceexpectations in financial services

• Experience leading teams and influencing cross-functional stakeholders

• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment

• A proactive solutions-focused mindset with a passion for continuous improvement

If you are passionate about developing people driving quality and delivering measurable impact in a financial services environment wed love to hear from you. Join Concentrix and help us raise the bar for customer experience compliance and operational performance.

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