Do you have a passion for developing people and helping teams perform at their best?

We're looking for an experienced Quality & Training Specialist to join a growing Professional Services organisation in Newcastle upon Tyne. This is an exciting opportunity for a learning and development professional who thrives on coaching, training and empowering colleagues to deliver exceptional customer experiences.

You'll play a pivotal role in shaping colleague capability through engaging training programmes, effective coaching and quality assurance activities, helping to create a culture where learning, feedback and continuous improvement are valued every day.

What you'll be doing:

Training & Development

• Design and deliver engaging training programmes for both new and existing colleagues.
• Facilitate inductions, onboarding, refresher training, process updates and regulatory learning.
• Adapt learning methods to suit different learning styles and experience levels.
• Support colleagues as they transition from training into their day-to-day roles.
• Encourage a culture of continuous learning and development.

Quality Assurance & Coaching

• Review client interactions and assess the quality of customer experiences being delivered.
• Provide constructive, balanced and evidence-based feedback.
• Coach colleagues to enhance their communication skills, confidence and technical knowledge.
• Conduct follow-up reviews to support ongoing development and measure progress.
• Identify trends and recurring themes to inform future learning initiatives.

Continuous Improvement

• Create and enhance training materials, assessments and learning resources.
• Collaborate with leaders and subject matter experts to ensure learning content remains relevant and effective.
• Use quality findings and customer insights to identify opportunities for improvement.
• Share trends, risks and recommendations with operational leaders.
• Promote and celebrate examples of outstanding customer service across the business.

What we're looking for:

Essential

• Experience designing and delivering training programmes.
• Strong coaching, communication and facilitation skills.
• Experience providing constructive and supportive feedback.
• Ability to simplify complex information and make learning engaging.
• Strong organisational skills and attention to detail.
• Genuine passion for helping others learn, develop and succeed.
• Proactive mindset with the confidence to identify and implement improvements.

Desirable

• Experience within Financial Services or another regulated environment.
• Previous experience in quality assurance, call monitoring or coaching.
• Experience supporting onboarding and colleague development programmes.
• Understanding of Consumer Duty and customer outcome frameworks.
• Relevant training, coaching or Learning & Development qualification.

What's in it for you?

• Opportunity to make a real impact on colleague development and customer experience.
• Varied role combining training, coaching and quality assurance.
• Collaborative and supportive working environment.
• Opportunity to contribute ideas and drive continuous improvement.
• Ongoing professional development and career growth opportunities.

Apply Now

If you're passionate about developing people, creating engaging learning experiences and helping teams deliver outstanding customer service, we'd love to hear from you!

Apply today to find out more about this exciting opportunity!

IND-SCOT