Quality & Training Manager, Part-Time, £16 per hour, Burgess Hill, up to 20 hours per week, Permanent, 28 days inc bank holiday pro‑rata, Pension, Holiday The Role This Part-Time Quality & Training Manager role sits within a forward-thinking contact centre team, supporting both customer service and B2B sales functions. Working closely with team leaders and operations, you'll use AI-driven quality insight to understand communication behaviours, identify trends, and deliver training that enhances customer experience and commercial performance. You'll report into the contact centre management team and will play a key part in shaping the ongoing development strategy. Analysing call, chat, and digital interactions using AI and QA tools Identifying performance trends, quality concerns, and improvement opportunities Designing and delivering targeted training and coaching programmes Improving communication quality, tone, clarity, and consistency Supporting onboarding and ongoing skills development for agents Working collaboratively with team leaders to align training with business needs Providing behavioural coaching to support improved customer experience Measuring training effectiveness and embedding continuous improvement Creating simple, practical training materials for a range of agent skill levels Requirements The ideal candidate will have proven experience in quality, training, or performance roles within a contact centre environment. Strong knowledge of customer communication behaviours and the ability to design and deliver engaging training sessions is highly desirable. Experience with AI-powered QA or analytics tools is desirable, but a willingness to learn is equally valued. You will be organised, credible, able to work independently, and commercially aware of both customer experience and operational metrics. This role could suit someone who has worked as a Quality Manager, Training Manager, Performance Coach. Company Information You will be joining a progressive, people-focused organisation operating within a busy contact centre environment. The business places strong emphasis on innovation, conversational quality, and continuous improvement, with a culture centred around autonomy, trust, and professional development. With AI-driven insight at the heart of their strategy, this is an opportunity to be part of a team that genuinely values improvement and communication excellence. Package £16 per hour 28 days holiday inc bank holidays (pro‑rata) Pension Flexible part-time hours Long-term, stable opportunity Supportive and modern working environmentTravail Employment Group is operating as an Employment Agency. Once you click to apply for this job your application will be immediately received by Travail Employment Group. If your application is successful a consultant will be in contact with you within the next 7 days. If you do not hear within 7 days you have unfortunately not been successful on this occasion