Our client is looking to onboard an Assistant Manager to support the Manager in leading the Service Quality and Training function, ensuring the effective delivery of training programmes, strong quality governance, and consistent capability development across the organisation.
Responsibilities
Lead, coach, and develop Trainers and Service Quality Coordinators, fostering both individual and team growth
Oversee workload planning, prioritisation, and the quality of deliverables across training and service quality activities
Foster a collaborative, high-performance team culture focused on accountability and continuous improvement
Drive initiatives that enhance training effectiveness and service quality, ensuring measurable improvements in operational performance and customer experience
Support the Manager by acting as deputy when required and contributing to long-term strategies for service excellence, capability development, and training effectiveness
Ensure the continuous review and enhancement of training materials, delivery timelines, and service standards
Maintain and ensure adherence to the Training and Service Quality Operating Model
Oversee the accuracy, consistency, and integrity of quality audits, scorecards, and reporting frameworks
Ensure calibration sessions, quality reviews, and governance meetings are conducted effectively and result in meaningful improvements
Consolidate insights from training feedback surveys, quality assessments, Training Needs Analyses, and operational observations to inform action plans
Collaborate with Operations to design and implement targeted interventions, refresher training programmes, and coaching initiatives
Represent the function in cross-functional projects, steering committees, and operational review forums
Build and maintain strong working relationships with Operations, supporting units, and key stakeholders
Perform other duties related to the role as assigned by Management
Requirements
Diploma in Business, Training, Quality Management, Human Resources, or a related field
Minimum of 2 years experience in a leadership role within training, service quality, or operational environments
Experience working in compliance-driven environments, including familiarity with audit frameworks such as ISO standards
Experience in contact centre operations, service environments, or training academy settings
Strong leadership and people-management capability, with the ability to coach, develop, and motivate teams
Must be fluent in Maltese & English, both written and verbal
