Training, Quality and Continuous Improvement Manager

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The Training, Quality and Continuous Improvement Manager is responsible for the design, delivery, and continuous improvement of all Contact Centre training programs across our multiple sites. This role leads learning, quality assurance, and performance improvement initiatives that drive service excellence, guest satisfaction, and our company values. The position partners closely with all Contact Centre functions to identify opportunities for continuous improvement, ensure consistency of standards across locations, and support our objectives.

The role also requires occasional international travel to our other sites to support training delivery, quality calibration, and the sharing of best practices.

• Designs, delivers and manages all Contact Centre training programs, including onboarding and ongoing development
• Promotes and communicates all training opportunities to employees, ensuring strong engagement and participation.
• Develops and delivers engaging, effective training that builds service excellence, confidence, and a strong understanding of guest satisfaction.
• Ensures employees receives ongoing training to understand and exceed guest expectations.
• Creates and implements Rising Stars and career development programs that support internal mobility, talent growth, and retention.
• Designs structured nesting periods, morning briefings, quizzes, and monthly assessments to reinforce learning.
• Monitors training attendance and completion through accurate training logs.
• Continually evaluates training effectiveness, updating curriculum and methodology as required.
• Identifies performance gaps and partner with managers to design targeted training interventions.
• Ensures all training initiatives are aligned with our MSC Values, Our Best Principles and all Contact Centre KPIs.

• Leads and manages the Quality Assurance function, ensuring the required volume of evaluations is completed.
• Ensures evaluation feedback is delivered effectively, with full analysis and actionable insights provided.
• Maintains dashboards and reports to track quality performance and training impact.
• Continuously reviews Quality Assurance results to identify training and development needs.
• Oversees the coaching of employees to ensure your team is able to identify specific behaviours that drive service excellence and guest satisfaction

• Guides the Continous Improvement Executive to use data from Quality Assurance, training outcomes, guest feedback, and operational KPIs to drive evidence-based improvement initiatives.
• Ensures continuous improvement workshops and problem-solving sessions are planned, delivered, and actioned in collaboration with cross-functional teams.
• Develops and tracks improvement action plans, ensuring accountability and measurable outcomes.
• Supports the standardisation of best practices across sites while allowing flexibility for local operational needs.
• Ensures the Continous Improvement Executive partners with operational leaders to test, pilot, and roll out new processes, tools, or service enhancements.
• Advocates a culture of continuous improvement by empowering teams to identify issues and propose solutions.
• Monitors the impact of improvement initiatives and adjusts approaches based on results and feedback.
• Identifies alongside Department Heads & Continuous Improvement Executive opportunities to reduce repeat contacts, improve first-contact resolution, and increase operational efficiency.
• Reviews digital self-service opportunities and automation initiatives to improve efficiency and guest satisfaction.

• Leads, manages and supports the performance of the Quality Assurance, Training, and Continuous Improvement team, setting clear objectives and expectations.
• Conducts regular performance reviews, one-to-ones, and feedback sessions to drive accountability, development, and high performance.
• Creates a positive, inclusive, and high-performing team environment where employees feel supported and motivated.
• Manages workload planning, prioritisation, and resource allocation to ensure business and operational needs are met.
• Addresses performance or conduct issues promptly and professionally, in line with company policies and procedures.

• Proven leadership experience in Learning & Development within a travel, hospitality or contact centre environment.
• Strong passion for people development, learning and creating meaningful growth opportunities.
• Excellent facilitation, coaching and presentation skills.
• Highly organised with strong project management capabilities.
• Creative, adaptable and forward-thinking approach to training and development.
• Ability to communicate effectively at all organisational levels, including delivering formal presentations.
• Proficient in MS Office, Learning Management Systems,…