First Point Group has an exciting opportunity for a Director of Training & Telecoms Quality Assurance (Fixed Line Networking and/or 4G/5G Mobile Wireless Field Services experience is mandatory. This is an exciting opportunity in the Senior Leadership Team of an international telecoms company where you will own their brand-new function for training, quality assurance and service delivery of over 300+ telecom employees internationally.
Mandatory: The successful candidate MUST have proven experience with implementing Training Programmes leading Governance / Performance / Quality Assurance / Service Delivery functions across FFTx and/or 4G/5G Radio Base Station Field Services.
On offer is 100% remote working with occasional travel to sites / office. You will also get the chance for occasional international travel.
PLEASE NOTE – sponsorship cannot be provided. Candidates must live in the UK with valid rights to work.
Role Overview
This is a customer-facing leadership position with accountability for promoting operational excellence across the business. The role involves close collaboration with Sales and Operational Teams to develop quality and training programmes, processes, and systems that ensure exceptional service standards today and into the future.
Key Responsibilities:
* Leadership & Strategy - Own the end-to-end service quality assurance and training functions, setting standards and ensuring effective delivery of services to customers.
* Lead, manage, and develop a team of Quality Managers and Executives, ensuring clarity of roles and consistently high performance.
* Define and implement training and development programmes to ensure employees and service partners possess the necessary skills to deliver exceptional service.
* Establish best practices, reporting frameworks, and service governance models to maintain consistent customer experience.
* Partner with Sales, Project Delivery, Support Services, and Field Operations to measure service quality and identify opportunities for improvement.
* Quality Assurance - Develop and implement quality policies, procedures, and objectives to ensure service excellence.
* Oversee quality control processes and conduct regular audits to identify and resolve issues promptly.
* Collaborate with Field Operations and Service Partner teams to assess and audit partners’ capabilities, ensuring they meet required quality standards.
* Training & Development - Assess organisational training and development needs in collaboration with the Executive Leadership Team.
* Design and deliver career development programmes, with a focus on engineering roles, to cultivate a strong internal talent pipeline.
* Partner with Sales, Operations, Field Engineering, and NOC teams to ensure cross-functional alignment and continuous improvement.
* Provide strategic direction, coaching, and performance management to the Quality and Training teams.
* Foster a culture of customer focus, accountability, and continuous improvement.
* Recruit, retain, and develop talent within the function to support current and future business goals.
Experience:
* Minimum 5 years’ experience leading quality assurance and training functions within telecoms, digital infrastructure, or related technical service sectors.
* Proven ability to design and implement training programmes that enhance skills and service quality.
* Demonstrable experience managing SLAs, service reporting, and escalations.
* Strong cross-functional influence and collaboration skills across global operations, engineering, and support teams.
* Excellent communication, presentation, and stakeholder management abilities.
* Strong analytical mindset with problem-solving expertise.
* Experience in managing budgets, performance reporting, and financial planning.