Sales Trainer & Quality Assurance Manager

About the role

The Training & Quality Assurance Manager is responsible for designing, implementing and continuously improving a standardized onboarding, training and quality assurance framework across the Customer Group of a client in the online trading and investment industry. The role ensures every team member, regardless of function, location or manager, receives consistent knowledge, training and performance support so they can deliver excellent customer experiences from day one. It sits at the centre of knowledge management, onboarding standards, training effectiveness and quality assurance.

Key responsibilities

• Design and maintain a Customer Group onboarding program, including learning paths, schedules, certification requirements and assessments, and measure its effectiveness
• Own training curricula covering company overview, products and services, internal systems, policies, regulatory requirements, sales methodologies, service excellence, customer communication, escalation processes, information security and data protection
• Create and maintain a central knowledge repository, keep SOPs and documentation current, and drive knowledge sharing across teams and regions
• Design and run a quality assurance framework, review customer interactions and adherence to standards, and turn quality findings into coaching and development plans
• Track training effectiveness through performance metrics, quality results, certifications and feedback, and recommend process improvements
• Support change management and promote a culture of continuous learning

Required profile

• 2+ years' experience in training, learning and development, quality assurance, customer operations or a related role
• Experience in financial services and/or FinTech environments
• Experience designing onboarding and training programs, developing learning content, SOPs and knowledge management frameworks
• Experience conducting quality assessments and coaching programs
• Preferred: knowledge of contact center, customer service, sales and customer success functions, LMS and knowledge management platform experience, and process improvement experience

Required skills

• Strong facilitation, presentation, written and verbal communication, and stakeholder management skills
• Data-driven mindset and analytical thinking
• Preferred: LMS and knowledge management platforms