Job Description
The Training & Quality Manager is responsible for building a modern, AI-enabled learning and quality ecosystem that ensures customer service teams consistently deliver high-quality, first-time resolution at scale.
The role shifts training from classroom-led delivery to continuous, data-driven and self-serve learning, and evolves quality assurance from manual auditing to insight-led, AI-powered performance improvement.
This role plays a critical part in improving customer outcomes, accelerating advisor capability, and reducing cost-to-serve through smarter use of technology and insight.
Training, Capability & AI-Led Learning
* Own the end-to-end training strategy for Customer Service, with a clear focus on AI-enabled, digital and self-serve learning solutions.
* Design and deliver onboarding journeys that combine core foundations with AI-supported learning paths, simulations and knowledge reinforcement.
* Develop modular, on-demand training content (bite-sized learning, playbooks, video, knowledge prompts) to support advisors in-the-moment, not just in the classroom.
* Partner with Knowledge Management and Technology teams to integrate AI-driven knowledge tools into training and live advisor workflows.
* Use performance data, QA insight and AI analytics to proactively identify capability gaps and deploy targeted learning interventions at pace.
* Continuously review and optimise training content based on customer drivers, contact reasons, system changes and emerging trends.
* Measure training effectiveness through clear outcomes (speed to competency, quality improvement, reduced rework, improved FCR and CSAT), not attendance alone.
Quality Assurance & AI-Driven Insight
* Own the Quality Assurance strategy, evolving it from traditional sample-based QA to an AI-enabled, insight-led quality model.
* Implement and manage AI-powered quality tools to monitor customer interactions at scale across all channels (voice, email, chat, digital).
* Define quality standards, behaviours and outcomes aligned to customer experience, regulatory requirements and operational efficiency.
* Use AI and QA insight to identify systemic issues, coaching opportunities and process failures rather than individual error alone.
* Translate quality insight into clear actions for training, coaching, knowledge and process improvement.
* Work closely with Team Leaders to embed quality into everyday performance conversations, not just scorecards.
* Ensure QA frameworks remain fair, consistent, transparent and trusted by advisors.
Digital Self-Help & Continuous Improvement
* Support the development of digital self-help solutions by feeding quality and training insight into customer-facing content and journeys.
* Identify opportunities where improved training, knowledge or automation can deflect contact or prevent repeat issues.
* Drive a culture of continuous improvement, where insight leads directly to action and measurable change.
Leadership & Collaboration
* Lead, coach and develop trainers and quality analysts, building capability in data-led decision making and AI adoption.
* Act as the central link between Operations, Workforce Management, Knowledge, Technology and Change teams.
* Champion the adoption of AI across Training and Quality, ensuring tools are used effectively, ethically and with clear business value.
* Act as a subject matter expert on service standards, learning effectiveness and quality governance
Qualifications
* Proven experience in training and quality management within a customer service environment.
* Strong understanding of customer experience principles and service quality metrics.
* Excellent communication, coaching, and presentation skills.
* Ability to analyse performance data and produce actionable insights.
* Proficiency in MS Office, CRM systems, and Quality Monitoring tools.
Education:
* Customer Service Management or related field (or equivalent experience).
Key Competencies
* Customer-centric mindset
* Leadership and team development
* Analytical and problem-solving skills
* Attention to detail and process orientation
* Continuous improvement approach
Additional Information
Along with your benefits package we also offer a wide range of perks for our colleagues:
Reward, Recognition and Opportunities
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.
Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.