Quality And Training Team Leader

JOB TITLE: Quality and Training Team Leader

SALARY: £30,000 - £34,000

BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, Medicash, income protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program

LOCATION: Nottingham
SETTING: Hybrid 3 office/2 home split

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

The primary objective of this role is to serve as the central point of contact for all quality-related matters concerning the service desk. The Service Desk Training and Quality Manager will collaborate closely with the Service Desk Management team to define and establish benchmarks for excellence, while actively working to elevate the proficiency of our service desk agents. Through effective training programs and meticulous quality assessment, the incumbent will inspire our team members to consistently deliver high-quality service and address any issues proactively.

JOB SPECIFICATION:  

Quality and Training Team Leader

The position of Quality and Training Team Leader will be responsible for conducting assessments off the back of call listening and ticket analysis. Implementation of grading systems to assess the performance of individual agents and the team as a whole.

• Lead induction sessions for new hires, providing comprehensive training on service desk procedures, tools, and best practices.
• Develop and deliver regular training sessions aimed at enhancing the skills, knowledge, and customer-centric mindset of service desk agents.
• Provide constructive feedback to service desk agents based on quality assessments, highlighting areas of strength and opportunities for growth.
• Monitor performance trends and identify recurring issues or training needs to be addressed.
• Maintain comprehensive records of quality assessments, training sessions, and performance metrics for internal reference and reporting purposes.
• Generate regular reports on quality performance indicators, highlighting trends, achievements, and areas for further attention.

REQUIREMENTS:Quality and Training Team Leader

The ideal candidate will have come from a contact centre or hold a similar role at a service desk.

• Experience of customer focused role
• Customer Service
• Training
• Excellent interpersonal skills
• Showcase good interpersonal skills for customer relations.
• Ability to work under pressure.
• Must have good leadership skills to carry people along.
• A love for training and development

KEYWORDS: Call centre, trainer, quality, ITIL, Service Desk