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 Workin...