Job Description

Aetherbloom is a British-led customer support and business outsourcing company with operations in London and Johannesburg. We help UK-based businesses scale efficiently by providing access to skilled South African talent delivering exceptional customer service, virtual admin support, and tailored operational solutions. Our mission is twofold: to provide exceptional, cost-effective business services to our clients while creating meaningful employment opportunities in South Africa.

Role Overview

The Training & Quality Assurance Lead will design, deliver, and monitor high-quality training and QA programmes to ensure Aetherbloom's team members meet and exceed UK client expectations. This role is pivotal in maintaining service excellence, ensuring compliance with both South African and UK standards, and driving continuous improvement in customer experience.

Key Responsibilities

Training & Development

Design, deliver, and update training programmes for onboarding, upskilling, and refresher sessions. Create training materials, SOPs, and e-learning content tailored to customer service, call centre operations, and UK business standards. Identify skills gaps and implement targeted training interventions. Collaborate with team leaders and managers to align training with operational needs.

Quality Assurance

Develop and implement quality monitoring processes for calls, emails, chats, and other client interactions. Conduct regular quality evaluations and provide actionable feedback to staff. Ensure all interactions comply with UK and South African regulatory requirements (e.g., POPIA, BCEA, GDPR equivalents). Maintain detailed QA reports, highlighting trends and recommending improvement plans.

Performance & Continuous Improvement

Track training effectiveness and quality scores, implementing improvement strategies where needed. Support managers with coaching sessions to address individual and team performance. Lead calibration sessions to maintain consistent evaluation standards.

Compliance & Standards

Ensure training content and QA processes align with Aetherbloom's policies, client SLAs, and industry regulations. Keep updated on changes to relevant laws, industry best practices, and client requirements.

Requirements

Minimum 3 years' experience in training, quality assurance, or L&D within a call centre/BPO environment. Proven track record of designing and delivering effective training programmes. Strong understanding of QA methodologies and tools. Excellent written and verbal communication skills in English. Ability to adapt training for multiple learning styles and remote/hybrid teams. Strong organisational skills and attention to detail. Proficiency in MS Office, Google Workspace, and LMS/QA platforms.

Preferred

Experience working with UK clients or in UK-focused customer service. Knowledge of POPIA, GDPR, and industry compliance frameworks.

Working Conditions

Hybrid role: Combination of remote work and regular office-based days in Johannesburg. Standard office hours with occasional flexibility for client or training needs.

Why Join Aetherbloom?

Be part of a growing, socially driven company committed to excellence and impact. Opportunity to shape training and QA standards from the ground up.
Collaborative team culture with ongoing professional development.

Job Type: Full-time

Pay: R748000,00 - R1000000,00 per year

Application Question(s):

Have you applied for the job using the following link? https://app.dover.com/apply/Aetherbloom/3076c2fa-97dc-4938-a109-610211f77436
Work Location: In person