Director of CS Learning & Quality

Who are we?

WorldRemit is changing the way people send money internationally. We’ve taken something complicated and made it as simple as sending a text. And we’re growing. Fast. To continue to do this, we need to hire bright people who can make the right decisions. 

About the role

WorldRemit is looking for an innovative, bright, and enthusiastic individual to help build and lead our Global Training & Quality team.  Reporting to the VP Customer Operations, the Director of CS Learning & Quality requires a go-getter spirit, the ability to work independently and experience working with and managing a remote team. This is a brand-new role, so we’re looking for someone who has the ability and experience to make an immediate impact.  Our department is fast-paced and ever-changing so the right candidate will be energized by the challenge that this presents. Got what it takes for the job?  Read on …

Have you got what it takes? 

The ideal candidate will have hands-on experience leading and developing people; creating customer service training programs from scratch; be well versed in quality assurance practices and processes; have project management experience; know what it takes to build and maintain an awesome work culture, and love customer service more than chocolate (or any other vice). 

Responsibilities:

• Put the customer at the centre of everything we do
• Develop and implement a strategic vision for the Training and Quality team
• Lead, manage, and develop a team dedicated to improving employee engagement, work culture, and supporting the learning and development philosophy
• Take ownership of Customer Service training, policy and procedure, and quality teams locally, remotely, and through outsourced partnerships. 
• Develop new innovative ways to incorporate learning and foster employee development within the Customer Service team
• Work with our business partners to ensure we recruit, train, and on-board the right candidates for our contact centres
• Introduce oversight for all Customer Service incentive and recognition programs
• Be a champion for the brand voice by ensuring consistency across all customer touch points within Customer Service
• Take responsibility for the design and implementation of a policy and procedure documentation process to ensure departmental consistency
• Provide regular feedback to the Customer Service Leadership team on all Training and Quality topics

Your skills and experience should include: 

• Bachelor’s degree required
• 5-7 years managing trainers and/or quality teams
• Experience with adult education a plus
• Extensive experience working within a customer service centric atmosphere
• Strong organizational skills and excellent follow-through
• Experience in project management
• Inspirational leader and motivator
• Experience building, leading and mentoring a team
• Strong leadership skills
• Experience creating a scalable training curriculum
• Strong analytical skills
• Excellent communicator

What’s in it for you…

• Life assurance of 3 times your salary, should the worst happen
• Pension scheme offering 8% matched contributions
• Private medical and dental care plans
• 25 days of holiday plus bank holidays, rising to 28 after 3 years

And finally

Changing the world isn’t easy – so we only hire the most talented people. You need to think differently, believe in new solutions to old problems, and have the drive to make them happen. 

We want to talk to you if you can bring to life our values: 

• Aim high - We dream big, think bold and go the extra mile
• Embrace challenge - We ask questions, start conversations, and always love to learn
• Do what’s right - We act with integrity, building trust in ourselves and in our business