Quality and Training Specialist

About The Role

We are currently seeking for a Trainer and Quality Coach to join our client in Newcastle, This individual will play an important role in creating an environment where colleagues can build confidence, develop their strengths and deliver exceptional experiences for their clients.

Through engaging training, meaningful coaching and insight from real client conversations, the role helps colleagues understand not only what great service looks like, but the difference their knowledge, behaviours and interactions can make to clients.

Working closely with colleagues and leaders, the Trainer and Quality Coach will identify opportunities to strengthen capability, celebrate great practice and turn learning from client interactions into meaningful improvements.

The role provides the opportunity to use individual strengths, ideas and experience to continually shape how we learn, coach and develop colleagues across the Relationship Management Team.

Key Responsibilities

Helping Colleagues Grow and Succeed

Create engaging learning experiences that help new and existing colleagues build confidence, knowledge and capability.

Deliver induction, onboarding, refresher, process, system and regulatory learning in a way that connects requirements to their impact on clients.

Adapt training and coaching approaches to individuals, recognising different strengths, experiences and development needs.

Create opportunities for colleagues to reflect on their performance, build on what they do well and take ownership of their development.

Support colleagues as they move from learning into their role, helping them feel confident and equipped to succeed.

Turning Client Conversations into Learning

Listen to client calls to understand the quality of the experience being delivered and recognise both great practice and opportunities for development.

Provide timely, balanced and constructive feedback that helps colleagues understand the impact of their conversations on clients.

Use coaching to help colleagues strengthen their communication, knowledge, confidence and judgement.

Complete follow-up reviews to recognise progress and support sustained improvement.

Identify recurring themes and use these insights to shape future training, coaching and development.

Highlight strong examples of client service so that good practice can be shared and learnt from across the team.

Shaping Better Ways of Working

Create and continuously improve learning materials, assessments and resources that make it easier for colleagues to succeed.

Work with colleagues, leaders and subject matter experts to keep learning relevant, accurate and connected to the realities of the role.

Use feedback, quality outcomes and client interactions to identify opportunities to improve the colleague and client experience.

Take ownership of ideas and improvements within the training and coaching environment, using individual strengths and interests to help evolve how learning is delivered.

Share themes, risks and opportunities with the Training Manager and operational leaders, helping turn insight into practical improvements.

Escalate significant quality, conduct, compliance or client outcome concerns appropriately.

What Success Looks Like:

Success in this role is demonstrated through:

Confident and capable colleagues who understand the difference they make to clients.

Training that is engaging, relevant and translates effectively into day-to-day behaviour.

Constructive coaching that helps colleagues recognise their strengths and take ownership of their development.

Sustained improvements in call quality, colleague capability and client outcomes.

Insight from client conversations being used to improve learning and ways of working.

Culture where feedback, learning and continuous improvement are valued and shared.

Skills and Experience:

Essential

Experience of training, including designing and delivering content.

Strong communication and facilitation skills.

Ability to provide constructive, evidence-based feedback in a supportive way.

Strong listening skills and the ability to recognise opportunities for development.

Ability to make complex information clear, relevant and engaging.

A genuine interest in helping people develop and succeed.

Strong organisation and attention to detail.

Comfortable taking ownership, sharing ideas and challenging existing ways of working where improvements can be made.

Desirable

Experience within financial services or another regulated environment.

Experience of call monitoring, quality assessment or coaching.

Experience supporting new starter onboarding and ongoing development.

Understanding of quality assurance, Consumer Duty and positive client outcomes.

A relevant training, coaching or learning and development qualification.

Personal Attributes:

Passionate about helping colleagues grow and succeed.

Curious, positive and open to new ways of working.

Comfortable adapting your approach to get the best from different people.

Fair, balanced and objective when providing feedback.

Client-focused, with a strong understanding of how colleague capability shapes the client experience.

Collaborative and keen to build relationships across the business.

Proactive in identifying opportunities and turning ideas into improvements.

Benefits

Company pension contribution, increasing with length of service.

33 days annual leave including Bank Holidays, increasing with length of service