Training Assistant Manager

Location: Sandton and Rosebank, Johannesburg, South Africa
Reporting to: Training Manager

Hours: 24/7 (Including Public Holidays)

🌍 About Quantanite

Quantanite is a fast-growing global customer experience (CX) and outsourcing company partnering with some of the world’s most exciting brands. We help organisations transform and scale through smarter processes, innovative technology, and the perfect blend of automation and human intelligence.

With teams across four continents, we are ambitious, diverse, and driven by results. Our culture is collaborative, inclusive, and built on continuous growth. If you’re passionate about operational excellence and want to shape the future of CX, Quantanite is the place for you.

Role Summary: As an Assistant Training Manager, you will be a "Super Driven" leader responsible for the day-to-day management of our training team. You will bridge the gap between training design and operational excellence, ensuring our global clients receive world-class service through highly skilled associates. Your primary focus will be on the day-to-day management of trainers and enhancing customer interaction techniques, soft skills, and product knowledge, leveraging insights from our clients, subject matter experts and internal stakeholders. Key responsibilities include supporting the Training Manager with job tasks. The Training Assistant manager will report directly to the Training Manager.

Key Responsibilities:

• Leadership: Lead, upskill, and mentor trainers ensuring that the team are capable and inspired to fulfill their roles.


• Conduct regular performance evaluations for the training team, identifying areas for improvement and recognising achievements.


• Innovation: Integrate AI platforms and digital tools to enhance the efficiency of training content and delivery.


• Reporting: Prepare and present impact analysis reports to stakeholders within 24 hours of session completion


• Client Partnership: Act as a key point of contact for clients, presenting data-driven insights and continuous improvement solutions


• Conduct Trainer Observations, feedback sessions, and development workshops.


• Ensure the smooth transition of new hires to operational roles.


• Speed to Competency: Monitor and optimise the "Agent Glide Path" to ensure new hires meet performance benchmarks rapidly.


• Performance Metrics: Drive measurable improvements in agent KPIs and QA scores across all campaigns.


• Collaborate with Quality Assurance to uphold high training standards and associate performance.


• Conduct training sessions for various employee levels, ensuring engagement and understanding of the content


• Monitor and evaluate training delivery to assess its effectiveness and make necessary improvements.


• Integrate technological tools, AI and platforms to enhance the efficiency and effectiveness of training content, assessment and delivery.


• Proactive Intervention: Identify training opportunities through intelligent data insights, including QA scores, CSAT, NPS, and dashboard analytics


• Support the Training Manager by fulfilling the following job tasks:


• Compile a Request for Proposal(RFP) on training for potential clients


• Quality management of the Learning & Development division


• Performance management of trainers


• Training material design, review and document control
  

Requirements

Qualifications and experience:

• Minimum of 5-10 years’ experience in Learning and Development, with at least 2–3 years in a management role.


• Proven experience using AI tools, Learning Management Systems (LMS), and Google Suite


• A formal qualification in Human Resources, Learning and Development, Organisational Psychology, Education, or a related field.


• Occupational Directed Education and Training Practices (ODETDP) - advantage.


• Excellent organisational skills and ability to analyse data for better decision-making.


• Cultivate and sustain collaborative partnerships with all teams in the business


• Business Report writing skills.


• Exceptional command of English, strong facilitation, and the ability to analyse complex data for decision-making
  

 What’s In It for You

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.


• Training: Comprehensive technical and leadership training to support your growth.


• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.


• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Other Requirements:

• Must be able to work USA hours and mirror the shifts of the training team and clients.