Service Quality and Training – Assistant Manager

Job Description

Join the #centrecom team The Assistant Manager supports the Manager in leading the Service Quality & Training function, ensuring effective training delivery, strong quality governance, and consistent capability development. The role drives the execution of the Training & Service Quality strategy, leads continuous improvement and partners closely with Operations. Key Responsibilities Lead, coach, and develop the Trainer and Service Quality Co-ordinators with a focus on personal and overall team growth. Oversee workload planning, prioritisation, and quality of output across both training and service quality streams. Build a collaborative, high-performance culture within the team. Drive continuous improvement initiatives across training and service quality, ensuring measurable uplift in performance and customer experience. Support the Manager by acting as a deputy and contributing to long-term strategies for service excellence, effective training and capability development. Oversee the continuous review and enhancement of training materials, timelines, and service delivery standards. Ensure the Training & Service Quality Operating Model is maintained, updated, and adhered to. Oversee the accuracy and consistency of quality audits, scorecards, and reporting. Ensure calibration sessions and quality meetings are executed to standard and drive meaningful improvement. Consolidate insights from training feedback surveys, quality checks, Training Needs Analysis and observations to inform action planning. Partner with Operations to design targeted interventions, refresher programmes, and coaching initiatives. Represent the unit in cross-functional projects, steering groups, and operational reviews. Maintain strong relationships with Operations, supporting units, and key stakeholders. Perform other role related duties as assigned by Management. Skills & Competencies Strong leadership and people-management capability, with the ability to develop and motivate others. Excellent analytical and problem-solving skills, with a structured approach to identifying and addressing gaps. Strong understanding of training methodologies, quality frameworks, and customer experience principles. Confident facilitator with strong communication and presentation skills. Ability to manage multiple priorities and drive structured follow-through. High level of external client and stakeholder management, with the ability to build strong relationships. Qualifications & Experience Diploma in Business, Training, Quality Management, HR, or a related field. 3 + years experience in a leadership role within training, service quality or operational environments. Exposure to compliance-driven environments (e.g. audit frameworks such as ISO standards). Experience in contact centre, service operations, or training academy environments. Experience evaluating or implementing QA automation or learning technologies is desirable. Why work here? Training and development Health insurance Mobile schemes Gym packages included In-house canteen serving different healthy food Monthly events Free on-site parking Staff discounts in over 50 businesses Dress down Fridays Interested? Fill out the form to get started! Or if you think this is not the right role for you, view our other vacancies or . Date created. 09-Mar-2026 Applications accepted till. 09-May-2026 Apply Now. Centrecom

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