Call Centre Training & Quality Assurance Manager

About the role

• Lead the training and knowledge transfer initiatives for BURN’s call centres across Burn markets, supporting the company’s expansion strategy. This role is crucial in developing and implementing comprehensive training programs that enhance call centre capabilities, ensure quality standards, and support carbon project monitoring. The position requires flexibility for extended travel to assigned countries and markets.
• The objective of the role is to enhance call centre performance by developing and delivering effective training programs that equip agents with the necessary skills, knowledge, and tools to provide exceptional customer service, improve efficiency, and ensure adherence to company standards and compliance guidelines.

Duties and Responsibilities

• Training Development & Delivery
  • Design and conduct training programs for new and existing Customer Care Representatives, both virtually and in-person.
  • Utilize various training methodologies, tools, and platforms (e.g., e-learning modules) to ensure effective learning outcomes.
  • Conduct ongoing training needs assessments to identify skill gaps and areas for improvement across the CX team.
  • Collaborate with product, operations, and sales teams to ensure training content is accurate, up-to- date and aligned with business goals.
  • Monitor and evaluate the effectiveness of training programs through assessments, feedback and post-training performance metrics.
• Quality Assurance & Performance Management
  • Develop, implement and maintain a robust CX Quality Assurance framework, audit methodologies and feedback processes.
  • Oversee the regular monitoring and auditing of customer interactions (calls, chats, emails) to ensure adherence to quality standards, process compliance and brand guidelines.
  • Lead regular calibration sessions with QA Specialists, Team Leads, and other stakeholders to ensure consistency in quality scoring and feedback delivery.
  • Conduct root cause analysis on quality failures and recurring agent performance issues, proposing solutions and training interventions.
• Performance Management & Coaching
  • Manage, mentor and develop a team of QA Specialists and CX Trainers, fostering a culture of continuous improvement and high performance.
  • Analyse CX performance data (QA scores, CSAT, FCR, AHT) to identify trends, opportunities and specific coaching needs for individuals and teams.
  • Partner with CX Team Leads and Managers to ensure quality insights are effectively translated into agent coaching and development plans.
• Continuous Improvement & Reporting
  • Generate regular, insightful reports on training effectiveness, quality trends and overall CX performance.
  • Identify opportunities for process improvement based on quality data and training feedback to enhance efficiency and customer satisfaction.
  • Stay abreast of industry best practices in CX training and quality assurance, incorporating relevant innovations into the department’s strategy.
  • Serve as a subject matter expert for CX quality standards and training methodologies within the organisation.
• Key Performance Indicators (KPIs)
  • Internal and external QA score improvements
  • First Contact Resolution rate
  • Weekly PKE Tests/Mystery shopping performance metrics
  • Agent Engagement and Satisfaction scores
• Special Requirements
  • Willingness to travel frequently to assigned countries for extended periods
  • Strong understanding of Biomass, Electric & carbon project monitoring and compliance
  • Excellence in both virtual and in-person training delivery.

Skills and Experience

• Bachelor’s degree in human resources, Business Administration, Communications, or a related field.
• Certifications in training, coaching, or quality management are a plus.
• Minimum of [e.g., 3-5] years of experience in a Customer Experience (CX) environment.
• Proven experience in Learning & Development (training design and delivery), ideally within a contact centre or service environment.
• Demonstrable experience in Quality Assurance (QA) monitoring and feedback within a CX context.
• Exceptional communication skills (written and verbal) for training delivery, feedback, and reporting.
• Strong analytical skills with the ability to interpret data, identify trends, and derive actionable insights (e.g., from QA scores, agent KPIs).
• Coaching and feedback expertise: Ability to provide constructive, clear, and motivational feedback that drives behavioural change.
• Instructional design basics: Understanding of adult learning principles and how to structure engaging training content.
• Proficiency in relevant tools: Experience with Learning Management Systems (LMS), Quality Assurance platforms, and CRM/contact centre software (e.g., Ameyo).
• Problem-solving aptitude: Ability to diagnose performance issues and propose effective solutions.
• In-depth understanding of customer experience best practices and contact centre operations.
• Knowledge of quality assurance methodologies and scoring calibration.
• Understanding of e-commerce operations is a strong plus.