Defleet Learning & Quality Specialist

Reporting to the Learning & Quality Manager, you will join our central team that is dedicated to driving excellence across the division by ensuring the highest standards of quality, fostering continuous learning and development, optimizing systems and processes, and enhancing communication and training.

We're looking for a passionate and proactive Learning and Development Specialist to join our 2 other specialists. You will design, deliver, and continuously improve learning experiences that empower our people to perform at their best.
You'll play a key role in driving capability, consistency, and engagement across VRM, ensuring our colleagues have the right knowledge, skills, and tools to succeed.

Learning & Communication
• Design and deliver engaging learning programmes, including onboarding, product training, soft skills development, and compliance learning.
• Schedule sessions, manage calendars, and coordinate stakeholders to ensure seamless delivery.
• Conduct training needs analyses and skills gap assessments to identify development priorities.
• Implement best practices in learning design, delivery, and evaluation.
• Act as the central source of truth for all training communications, updates, and content across platforms used by department.
• Manage and maintain knowledge and learning systems and tools, ensuring strong governance and data accuracy.

Quality
• Conduct consistent, fair, and accurate quality assessments across customer interactions (calls, emails, live chat).
• Identify trends, process improvements, and opportunities for change to enhance customer and colleague experiences.
• Provide coaching, feedback, and mentoring to support colleague development and improve performance.
• Partner with managers to help them develop their teams through structured learning and targeted support.

Align with department strategy
• Communicating clear message of the 'why' and impact of any releases and communications.

Maintain consistency across all departments within Commercial Operations
• MO Connect & Teams articles and updates are shared, and users are engaging with content.
• Understand how knowledge management can be used in new starter induction.
• We are the go-to team for any training & communication needs to ensure the message is delivered in the right way to the right audience.

Maintain central source of truth
We are the go-to team to update and store all process changes for your teams in the central knowledge management tools.
• Regular review of Knowledge content and usage.
• Look to experiment, find, trial and implement an alternative to Ask Mo that works for your needs.

Quality of content
• Regularly review, update and assess the effectiveness of training and communication we deliver.
• Create feedback forms post training and maintain good levels of service.
• Look for new ways of working and tools to enable better training experiences.

Accessibility and inclusivity
• Design training and content that is accessible to all employees and caters to diverse learning styles.
• Alignment with Learning & Development and central & customer training & communications teams.