Training and Quality Manager

Job Title: Training and Quality Manager Job Description **Training and Quality Manager – Financial Services** **At Concentrix**, we’re looking for an experienced and driven **Training and Quality Manager** to support a **financial services client** in delivering exceptional customer experiences, operational excellence, and regulatory compliance. In this role, you will lead the **training** and **quality assurance** strategy for customer support operations, ensuring advisors are fully equipped to handle customer interactions with accuracy, professionalism, and empathy. You will play a critical role in improving performance, embedding quality standards, and driving continuous improvement in a highly regulated environment.   **Key Responsibilities** * Design, implement, and continuously improve **new hire** and **ongoing training programs** * Ensure all learning content reflects **financial services processes**, **policies**, and **compliance requirements** * Partner with operations leaders to identify capability gaps and build targeted development plans * Lead the **quality assurance framework** across customer interactions, including calls, chats, emails, and back-office activity * Monitor performance against internal standards and client expectations * Drive calibration sessions to ensure consistent scoring and evaluation across teams * Analyse quality trends, training effectiveness, and performance data to identify opportunities for improvement * Deliver coaching insights and action plans that improve customer experience, compliance, and operational KPIs * Support frontline leaders with structured coaching and performance interventions * Act as a key point of contact for **training** and **quality** matters with internal stakeholders and the financial services client * Present insights, recommendations, and performance updates in a clear and data-driven way * Build strong relationships across operations, compliance, and client teams * Ensure all training and quality activities align with **regulatory**, **risk**, and **compliance** standards relevant to financial services * Maintain audit-ready documentation and robust quality controls **What We’re Looking For** * Proven experience in a **Training Manager**, **Quality Manager**, or **Training & Quality leadership** role * Experience working within **financial services**, **banking**, **insurance**, **collections**, or another regulated environment * Strong knowledge of **quality frameworks**, **learning design**, and **performance coaching** * Ability to interpret data and turn insights into practical improvement actions * Excellent communication, presentation, and stakeholder management skills * Strong understanding of **compliance**, **risk**, and **customer experience** expectations in financial services * Experience leading teams and influencing cross-functional stakeholders * Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment * A proactive, solutions-focused mindset with a passion for continuous improvement If you are passionate about **developing people**, **driving quality**, and delivering measurable impact in a **financial services environment**, we’d love to hear from you. Join **Concentrix** and help us raise the bar for customer experience, compliance, and operational performance. Location: ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town Language Requirements: Time Type: