Head of Training & Quality

Role: Head of Training and Quality

Contract: Permanent Full-time

Salary: £50k-£55k, plus discretionary annual bonus.

UK Mainland | Homebased with regular travel required to ArvatoConnect sites in the UK.

We are looking for a Head of Training & Quality to define, lead, and continuously improve the end-to-end Training and Quality framework across all client accounts. This role is key to ensuring our training and quality approaches are consistent, compliant, scalable, and outcome-focused, while remaining responsive to the needs of individual clients and services.

You will provide central leadership across training methodology, capability development, quality assurance, governance, and continuous improvement, ensuring our people have the skills, knowledge, and support they need to deliver high-quality customer interactions and strong customer outcomes. You will also ensure that quality insights, performance data, and regulatory requirements are translated into practical interventions that improve service delivery, strengthen compliance, and support operational excellence across the business.

Your Impact:

You will lead and evolve the Training and Quality operating model, ensuring it delivers the capability, assurance, and insight needed to support performance today while building readiness for tomorrow.

• Own and continuously improve the Training and Quality framework across all client accounts, ensuring consistency, scalability, and alignment to business and client requirements.

• Lead the design and governance of training, competence, and quality management methodologies, ensuring they are effective, auditable, and outcome-focused.

• Oversee the end-to-end training lifecycle, including induction, accreditation, upskilling, refresher, and regulatory training.

• Ensure training interventions align to competency requirements, quality expectations, customer outcomes, and operational priorities.

• Own the Quality Management System across all accounts, embedding fair, consistent, and insight-led assurance approaches.

• Lead calibration, root cause analysis, coaching, and feedback frameworks to drive measurable improvements in quality and operational performance.

• Use training and quality insight to identify trends, close capability gaps, and improve customer and colleague outcomes.

• Partner with Operations, Change, Workforce Planning, and Continuous Improvement teams to support service improvement and business readiness.

• Act as the senior escalation point for material quality, compliance, or customer outcome risks.

• Lead and develop Training and Quality teams, building strong capability, consistent standards, and a high-performance culture.

• Represent Training and Quality in client governance, transitions, and new account mobilisation activity where required.

What Success Looks Like:

• A consistent, scalable, and effective Training and Quality framework embedded across all accounts.

• Measurable improvements in training effectiveness, service quality, compliance, and customer outcomes.

• Strong governance and assurance models that provide confidence in quality, fairness, and regulatory alignment.

• Insight-led interventions that improve capability, reduce risk, and enhance operational performance.

• High-performing Training and Quality teams with clear standards, development pathways, and leadership capability.

• Trusted partnerships with clients and internal stakeholders, with Training and Quality seen as a value-driving function.

What We’re Looking For:

(Minimum Criteria)

We are looking for a leader with strong expertise in training, quality, and operational assurance, combined with the ability to build scalable frameworks that drive meaningful business impact.

• Proven senior leadership experience across Training, Quality, or both within a contact centre, BPO, or regulated services environment.

• Demonstrated experience designing and implementing Training & Competence and/or Quality Management frameworks.

• Strong understanding of quality assurance methodologies, root cause analysis, calibration, coaching, and feedback models.

• Experience overseeing end-to-end training delivery across operational environments, including induction, accreditation, and ongoing capability development.

• Strong analytical capability, with the ability to interpret performance insight and translate it into practical improvement activity.

• Demonstrable experience operating within an FCA-regulated environment, or similarly regulated setting.

• Demonstratable experience leading multi-disciplinary teams.
• Strong stakeholder management and communication skills.

Desirable:

• Experience operating within a Business Process Outsourcing (BPO) model.

• Experience supporting multiple clients/accounts concurrently.

• Formal qualifications or accreditations in learning, coaching, or quality disciplines.

• Experience within automotive financial services or other regulated industries.

Benefits Include:

• Discretionary Annual Bonus
  Recognising and rewarding your individual contribution to the company’s success.

• Flexible Enhanced Family Leave Pay
• We offer eligible employees the option to spread their enhanced maternity, adoption, or shared parental leave pay evenly across their leave period. This means you can avoid months without pay at the end of your leave, giving you greater financial stability and peace of mind while you focus on your family.

• Generous Holiday Entitlement
  25 days of annual leave plus 8 bank holidays, with the option to purchase up to 5 additional days.

• Pension Scheme
  4% employee contribution matched.

• Life Insurance
  Cover of 4 x your basic annual salary.

• Health and Wellbeing Support
  Access to a 24/7 online GP, mental health services, fitness programmes and more, available to you and your immediate family.

• Exclusive Discounts and Offers
  Enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.

• Vodafone Discount
  Receive up to 15% off pay monthly plans for you and up to five friends or family members. Offers include access to the latest handsets and are available to new Vodafone customers or existing customers at the end of their contract.

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.