Sales Trainer and QA

Role Purpose

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. The role ensures all team members, regardless of function, location, or manager, receive consistent knowledge, training, and performance support, enabling them to deliver exceptional customer experiences and perform effectively from day one.

This role serves as the central owner of Customer Group knowledge management, onboarding standards, training effectiveness, and quality assurance, ensuring alignment across Customer Service, Sales, Customer Success, Payments, Operations, Client Resolution, and other Customer Group functions.

Why This Role Exists

The Training & Quality Assurance Manager ensures every employee within the Customer Group receives a consistent onboarding experience, standardized knowledge, and ongoing development support. The role reduces dependence on individual managers for training quality, accelerates employee productivity, improves customer outcomes, and creates a scalable framework that supports growth across multiple markets and functions.

Key Responsibilities

Training & Onboarding

• Design and maintain a comprehensive Customer Group onboarding program for all new joiners.
• Develop structured learning paths tailored to different roles and functions.
• Deliver onboarding sessions directly or coordinate subject matter experts to provide training.
• Create and maintain onboarding schedules, certification requirements, and learning assessments.
• Ensure all employees receive consistent training regardless of location or department.
• Measure onboarding effectiveness and continuously improve training content based on feedback and performance outcomes.

Learning & Development

Own and maintain training curricula covering:

• Company overview, vision, values, and organizational structure
• Customer Group operating model and team responsibilities
• Products, services, and client proposition
• Internal systems and tools
• Policies and procedures
• Regulatory and compliance requirements
• Sales methodologies and customer acquisition approaches
• Service excellence standards
• Customer communication best practices
• Customer lifecycle management
• Escalation and issue resolution processes
• Information security and data protection requirements

Knowledge Management

• Create and maintain a central knowledge repository.
• Ensure training materials, SOPs, policies, and process documentation remain current and accessible.
• Establish documentation standards across the Customer Group.
• Partner with functional leaders to capture and document business knowledge.
• Drive knowledge-sharing initiatives across teams and regions.

Quality Assurance

• Design and manage a Customer Group quality assurance framework.
• Establish quality standards and assessment criteria across customer-facing functions.
• Conduct regular quality reviews of customer interactions, processes, and adherence to standards.
• Identify knowledge gaps, coaching opportunities, and process improvement areas.
• Provide quality trends, insights, and recommendations to management.
• Work with team leaders to ensure quality findings are translated into coaching and development plans.

Performance & Continuous Improvement

• Track training effectiveness through performance metrics, quality results, certification outcomes, and employee feedback.
• Analyze onboarding and quality data to identify trends and improvement opportunities.
• Recommend process enhancements to improve customer experience and employee performance.
• Support change management initiatives and ensure training readiness for new products, processes, and systems.
• Promote a culture of continuous learning and operational excellence across the Customer Group.

Key Stakeholder Relationships

• Customer Service Leadership
• Sales Leadership
• Customer Success Teams
• Payments Teams
• Operations Teams
• Client Resolution Teams
• Compliance & Risk
• HR & Talent Acquisition
• Product & Technology Teams

Success Measures (KPIs)

• New joiner onboarding completion rate
• New hire time-to-productivity
• Certification and assessment pass rates
• Quality Assurance scores
• SOP and knowledge base adoption rates
• Reduction in knowledge-related errors and escalations
• Training satisfaction scores
• Improvement in customer experience and service quality metrics
• Training content accuracy and currency

Skills & Experience

Essential

• 2+ years' experience in Training, Learning & Development, Quality Assurance, Customer Operations, or a related role.
• Experience within Financial Services and/or FinTech environments.
• Experience designing and delivering structured onboarding and training programs.
• Experience developing learning content, SOPs, and knowledge management frameworks.
• Strong facilitation and presentation skills.
• Experience conducting quality assessments and coaching programs.
• Strong stakeholder management and influencing abilities.
• Excellent written and verbal communication skills.
• Data-driven mindset with the ability to translate insights into actions.

Preferred

• Experience within Financial Services, Payments, FinTech, or Customer Operations environments.
• Knowledge of contact center, customer service, sales, and customer success functions.
• Experience with Learning Management Systems (LMS) and knowledge management platforms.
• Process improvement or operational excellence experience.

Key Competencies

• Customer Centricity
• Learning Agility
• Coaching & Development
• Process Excellence
• Attention to Detail
• Communication & Influencing
• Collaboration
• Analytical Thinking
• Continuous Improvement Mindset
• Accountability & Ownership

All your information will be kept confidential according to EEO guidelines.