Role Summary
The Training and Quality Manager is responsible for ensuring the continuous improvement of employee skills and knowledge through effective training and quality assurance processes. This role involves designing and implementing quality assurance frameworks, conducting comprehensive training needs assessments, and developing and delivering targeted training programs to enhance employee performance and organisational knowledge. 

Key Responsibilities

Quality Assurance: 

• Design and implement quality assurance programs and standards.  
• Monitor and evaluate quality performance against set standards.  
• Conduct audits and inspections to ensure compliance with quality guidelines.  
• Identify and address quality issues, implementing corrective actions.  
• Maintain quality documentation and records.  

Training and Development: 

• Conduct training needs assessments to identify skill gaps.  
• Develop and deliver training programs to meet identified needs.  
• Design and create a new starter onboarding and training programme for the Customer Services function 
• Develop and maintain training materials, including presentations, manuals, and online modules.  
• Evaluate the effectiveness of training programs and adjust as needed.  
• Manage training budgets and resources.  
• Deliver engaging and effective training sessions to associates at all levels 
• Coordinate with external trainers and consultants as required 
• Evaluate the effectiveness of training programmes and make necessary adjustments 

Team Leadership and Development: 

• Coach and mentor team leaders, members, providing guidance and support to develop a high performing team. 
• Support the development of team members through training and development opportunities.  
• Monitor team performance and provide feedback.  
• Foster a culture of continuous learning and development  
• Provide coaching and mentoring to associates to support their professional growth 
• Track and report on associate progress and development outcomes 

 Other: 

• Communicate effectively with various stakeholders, including management, associates, and clients.  
• Stay updated on industry best practices and trends in both quality management and training.  
• Utilise all JDS resources available to support the development of the role and function. 
• Contribute to the overall success of the organisation by ensuring quality standards are met and staff skills are developed.  
• Work closely with HR and other departments to ensure training and quality initiatives are integrated into overall business strategies 
• Communicate training and quality standards and expectations to all employees 
• Prepare and present reports on training and quality activities to senior management. 
• Any other reasonable duties as requested by your Manger, Functional Director, or the Company Director Team in their absence 

Skills

• High School Degree and relevant qualifications 
• Proven experience in training and quality management roles 
• Strong knowledge of quality assurance methodologies and training best practice 
• Excellent communication, presentation, and interpersonal skills 
• Ability to analyse data and make informed decisions 
• Proficiency in using training software and tools 
• Preferred but not essential degree educated Human Resources, Management 

Experience

• Minimum 5 + years’ experience with People management / leadership role working within a customer service / sales-based environment 
• A motivated professional with a proven track record of meeting results. 
• Demonstrated organisational and time management skills. 
• Strong knowledge of quality management principles and methodologies (e.g., Six Sigma, ISO standards). 
• Proficiency in adult learning principles and training methodologies. 
• Strong analytical and problem-solving skills. 
• Ability to lead and motivate teams. 
• Proficiency in Microsoft Office Suite and other relevant software 

About us
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe core principles to continue the Schneider legacy. 

What we offer

• Life Insurance Cover x10 Annual Salary  
• Competitive full pension scheme of 8.5% employer contribution 
• Employee cost of private healthcare covered with option to add family members 
• A comprehensive, embedded Employee Assistance Programme 
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre 
• 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave 
• 1 Me Day, 1 Volunteer day per annum 
• Enhanced support on family friendly policy  
• Flexible Working 
• Internal refer a friend/family scheme