Call Centre Training & Quality Assurance Manager

Lead the training and knowledge transfer initiatives for BURN's call centres across Burn markets, supporting the company's expansion strategy. This role is crucial in developing and implementing comprehensive training programs that enhance call centre capabilities, ensure quality standards, and support carbon project monitoring. The position requires flexibility for extended travel to assigned countries and markets.

The objective of the role is to enhance call centre performance by developing and delivering effective training programs that equip agents with the necessary skills, knowledge, and tools to provide exceptional customer service, improve efficiency, and ensure adherence to company standards and compliance guidelines.

• Bachelor’s degree in human resources, Business Administration, Communications, or a related field.
  
• Certifications in training, coaching, or quality management are a plus.
  
• Minimum of [e.g., 3-5] years of experience in a Customer Experience (CX) environment.
  
• Proven experience in Learning & Development (training design and delivery), ideally within a contact centre or service environment.
  
• Demonstrable experience in Quality Assurance (QA) monitoring and feedback within a CX context.
  
• Exceptional communication skills (written and verbal) for training delivery, feedback, and reporting.
  
• Strong analytical skills with the ability to interpret data, identify trends, and derive actionable insights (e.g., from QA scores, agent KPIs).
  
• Coaching and feedback expertise: Ability to provide constructive, clear, and motivational feedback that drives behavioural change.
  
• Instructional design basics: Understanding of adult learning principles and how to structure engaging training content.
  
• Proficiency in relevant tools: Experience with Learning Management Systems (LMS), Quality Assurance platforms, and CRM/contact centre software (e.g., Ameyo).
  
• Problem-solving aptitude: Ability to diagnose performance issues and propose effective solutions.
  
• In-depth understanding of customer experience best practices and contact centre operations.
  
• Knowledge of quality assurance methodologies and scoring calibration.
  
• Understanding of e-commerce operations is a strong plus.