Assistant Manager - Service Quality and Training

Job Description

Job Description Our client is a leading business process outsourcing company. They are currently seeking to recruit an Assistant Manager to assist the Manager in the Service Quality & Training function. Key Responsibilities: 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. Ideal Candidate Profile: 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. Additional Requirements: 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

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