Service Quality and Training – Assistant Manager

The Assistant Manager will support 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 and 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 and 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.