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Date: 07-Mar-2018

Location: Slough, SLG, GB, SL1 3TN

Year: 2018

To be accountable for the quality and coaching of customer service and sales teams through the leadership and management of a team of Quality Specialists. To coach and develop direct reports through regular observations of training and coaching sessions to ensure high quality. To ensure that all FCA regulations and contractual obligations are being audited effectively through excellent leadership of the Quality Specialists. 

  • To be point of contact internally and externally for any questions/issues regarding training and quality.
  • To recruit and on-board any new hires within the Quality team
  • To lead and manage a team of Quality Specialists
  • To design and implement quality and compliance scorecards to high quality across the account
  • To run and manage internal and client calibrations to ensure alignment in expectations and scoring
  • To analyse quality and customer satisfaction data to identify ways to continuously improve quality and processes
  • To review and resolve customer satisfaction processes where necessary
  • Demonstrates a knowledge and application of relevant learning theories
  • Works collaboratively with colleagues and others within and outside the organisation
  • Demonstrates effective planning
  • Demonstrates effective communication skills
  • Demonstrates effective coaching skills in the learning environment
  • Demonstrates a knowledge and understanding of assessment methods and can design these as appropriate in order to measure the effectiveness of the training against stated training objectives
  • Provides effective learner advice, guidance and support
  • Demonstrate a thorough understanding of the client’s products and services;
  • To design new starter induction training for all staff according to client & business needs;
  • Identify Training Needs at individual and account level based on quality scores and performance data to ensure continuous improvement;
  • To continuously improve training materials by reviewing performance, quality and audits to ensure content is current, effective and in line with current business objectives and processes;
  • To carry out client site visits for consultation on training updates or new materials for delivery to & development of staff, as required;
  • To recommend workshops to Team Managers and Customer Relations Consultants, who would benefit from more in-depth training on specific modules;
  • To continually improve the effectiveness of the processes and procedures through effective auditing and coaching;
  • To ensure that all verbal complaints are logged and dealt with in line with the procedures;
  • To ensure continuous improvement of quality scores through effective coaching and feedback to all staff;
  • Ensure correct and accurate completion of quality reports on a weekly and monthly basis;
  • To complete regular analysis into reports to highlight any areas of non-compliance and/or areas of development across the account and individual
  • To embody arvato CRM’s 3 core values i.e. to be Passionate, Proud & Pioneering.




  • Experience in managing a team within a Training and/or Quality team
  • Experience of working in a Financial Services environment
  • Clear understanding of the coaching methodologies
  • Strong technical aptitude, with Microsoft Excel experience preferred;
  • Experience of liaising effectively and professionally with clients and/or stakeholders;
  • Experience of working within a financially regulated environment.


We design, deliver and differentiate customer service on behalf of some of the world’s most respected brands. Arvato CRM Solutions has approximately 45,000 people at more than 100 customer service centres in 27 countries speaking 35 languages. It is a part of Arvato, the world’s third largest business process outsourcing (BPO) provider that provides customer services, supply chain solutions, financial services, and IT solutions, and has total revenues of €3.8 billion (FY2016). Arvato is a division of Bertelsmann.

We are driven by technology, differentiated by experience, and powered by people. We are an equal opportunities employer, embracing diversity in the workplace.

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