CallCenterNinjaTraining and Quality Manager – Financial Services
At Concentrix, we’re looking for an experienced and driven Training and Quality Manager to support a financial services client in delivering exceptional customer experiences, operational excellence, and regulatory compliance.
In this role, you will lead the training and quality assurance strategy for customer support operations, ensuring advisors are fully equipped to handle customer interactions with accuracy, professionalism, and empathy. You will play a critical role in improving performance, embedding quality standards, and driving continuous improvement in a highly regulated environment.
Key Responsibilities
Design, implement, and continuously improve new hire and ongoing training programs
Ensure all learning content reflects financial services processes, policies, and compliance requirements
Partner with operations leaders to identify capability gaps and build targeted development plans
Lead the quality assurance framework across customer interactions, including calls, chats, emails, and back-office activity
Monitor performance against internal standards and client expectations
Drive calibration sessions to ensure consistent scoring and evaluation across teams
Analyse quality trends, training effectiveness, and performance data to identify opportunities for improvement
Deliver coaching insights and action plans that improve customer experience, compliance, and operational KPIs
Support frontline leaders with structured coaching and performance interventions
Act as a key point of contact for training and quality matters with internal stakeholders and the financial services client
Present insights, recommendations, and performance updates in a clear and data-driven way
Build strong relationships across operations, compliance, and client teams
Ensure all training and quality activities align with regulatory, risk, and compliance standards relevant to financial services
Maintain audit-ready documentation and robust quality controls
What We’re Looking For
Proven experience in a Training Manager, Quality Manager, or Training & Quality leadership role
Experience working within financial services, banking, insurance, collections, or another regulated environment
Strong knowledge of quality frameworks, learning design, and performance coaching
Ability to interpret data and turn insights into practical improvement actions
Excellent communication, presentation, and stakeholder management skills
Strong understanding of compliance, risk, and customer experience expectations in financial services
Experience leading teams and influencing cross-functional stakeholders
Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment
A proactive, solutions-focused mindset with a passion for continuous improvement
If you are passionate about developing people, driving quality, and delivering measurable impact in a financial services environment, we’d love to hear from you. Join Concentrix and help us raise the bar for customer experience, compliance, and operational performance.