Quality Development Lead (12 Months Fixed Term) in Darlington

As a Quality Development Lead within the Sales team, you will be responsible for supporting the development of the sales team to ensure they have the appropriate technical, sales, process and system knowledge to excel in their roles. Alongside this, you will conduct various quality activities such as audits, assessments and feedback analysis to ensure the acquisition division delivers a high-quality sales process leading to outstanding levels of customer satisfaction.

Your role is to support the Head of Quality Development (Sales) and Sales Director in the development and delivery of training and quality activities across the division. Supporting with the delivery of various training sessions needed to develop the skills and knowledge of our teams to ensure we create the right opportunities for our learners and achieve the divisional goals and targets. As a learning organisation, we are committed to the continuous development and progression of our employees and seek to create an environment where learning is constant. As such, you will be required to provide guidance to other members of the team in the capacity of sharing knowledge and best practice. In return, you will benefit from learning from those in the team, sharing in their knowledge and experience along with support of your Line Manager in identifying and arranging training opportunities for your continuous professional development.

Role Responsibilities (include but not limited to):

• Supporting the onboarding and training of new members of staff to Baltic or members of staff transferring into different departments.
• Build and maintain effective 360 onboarding plans to ensure we maintain high levels of staff retention.
• Liaise with Head of Quality Development (Sales) and Sales Director to identify individual and team training needs.
• Develop educational material, including presentations, sales resources and guides.
• Design and maintain engaging training courses that meet a range of learning styles using gamification, job simulation and self-led activities.
• Deliver training sessions tailored to the team in line with the training schedule, self-assessment feedback and ad hoc training requests.
• Evaluate employees’ performance through conducting quality observations on key sales activities such as discovery and presentation calls.
• Ensure best practices are shared throughout the division.
• Maintain updated records of all quality observations conducted to ensure effective quality reporting can be conducted by the Head of Quality Development (Sales).
• Maintain updated records of educational curriculum, materials and training records using the Sales and Recruitment Hub.
• Ensure all key quality scorecard metrics are kept up to date to provide effective reporting and insights for the senior leadership team.
• Develop and deliver a quarterly quality presentation to senior leadership, highlighting divisional key insights and outlining recommended actions.
• Support with Opportunity Support checks ensuring from a technical and support perspective every opportunity is the right opportunity.

Essential Skills and Attributes:

• Ability to motivate, coach, and develop team members to achieve quality and performance goals.
• Experience in delivering feedback to a range of stakeholders to support their continuous professional development.
• Understanding of quality assurance processes and best practices in a sales, service delivery or account management setting.
• Ability to analyse data and metrics to identify trends, measure performance, and inform decision-making.
• Exceptional organisational skills with the ability to manage multiple priorities and meet deadlines.
• Strong interpersonal skills to build relationships with team members, clients, and senior management.
• Proven ability to identify issues, develop actionable solutions, and implement changes effectively.

Desirable Skills and Attributes:

• 3+ years of experience in a sales, business development or account management role.
• 2+ years of experience in a sales management, training or coaching role.
• Experience working with apprenticeship training providers, assessment organisations, or education institutions.
• Understanding of technology products, services, or platforms, and their application within business environments.

Our Benefits:

• A fun, supportive environment with regular social events and team activities.
• Early finish every Friday – we operate a 4.5-day working week.
• 25+ days annual leave, increasing to 30 with length of service.
• No weekend or Bank Holiday working.
• Full office closure between Christmas and New Year.
• Additional Life Event Day annually for those big moments that matter.
• Buy and Sell Holiday Scheme for extra flexibility.

Health and Wellbeing:

• Free, confidential mental health support through SPILL.
• Access to high-value wellbeing initiatives, including face-to-face sessions with a Health and Wellbeing Specialist.
• Local discounted gym memberships.
• Enhanced maternity and paternity leave (after 2 years’ service).

Recognition and Engagement:

• Baltic Scratch Card Scheme – instant wins for great work.
• Baltic Breakfasts, competitions, and engagement days.
• Volunteer Day annually to give back to causes you care about.

A successful Quality Development Executive will embody our core values:

• Be the Expert: Continuously develop your knowledge of sales processes, quality standards, systems, and learner journeys to support the growth of the sales team. Use insight from audits, assessments, and feedback to coach best practice, improve performance, and ensure a consistently high-quality customer experience.
• Be the Customer: Champion a quality-first, customer-centric approach across the sales division. Support teams in understanding customer and learner needs, delivering compliant and tailored sales conversations, and creating positive experiences that build trust, satisfaction, and long-term success.
• Be the Future: Drive continuous improvement by identifying opportunities to enhance training, quality processes, and ways of working. Embrace innovation, data, and feedback to support the evolution of the sales function, helping to build a high-performing, adaptable team focused on future growth and excellence.