Quality Development Lead (Accounts)

General Job Description

As the Quality Development Lead (Accounts) you will be responsible for supporting the development of all teams within our Accounts Division.   Your role is to ensure they have the appropriate technical, sales techniques, process and system knowledge to excel in their roles. Alongside this you will conduct various quality activities such as audits, assessments & feedback analysis to ensure the accounts division delivers a high quality sales & account management process leading to outstanding levels of customer satisfaction.

Your role is to support the Head of Quality Development (Sales) & Director of Accounts in the development and delivering training & quality activities across the accounts division.  Supporting with the delivery of various training sessions needed to develop the skills and knowledge of the team to ensure we meet requirements of the candidate & employer to deliver the right outcomes in line with divisional goals & targets.

As a learning organisation, we are committed to the continuous development and progression of our employees and seek to create an environment where learning is constant. As such, you will be required to provide guidance to other members of the team in the capacity of sharing knowledge and best practice. In return, you will benefit from learning from those in the team, sharing in their knowledge and experience along with support of your Line Manager in identifying and arranging training opportunities for your continuous professional development.

Role Responsibilities (include but not limited to):

Reporting into the Head of Quality Development (Sales) the role will entail:

• Supporting the onboarding and training of new members of staff in the Accounts team to Baltic or members of staff transferring into different departments
• Build & maintain effective 360 onboarding plans to ensure we maintain high levels of staff retention
• Liaise with Head of Quality Development (Sales) & Heads of Accounts to identify individual and team training needs
• Develop educational material, including presentations, recruitment resources, guides & video resources.
• Design & maintain engaging training courses that meet a range of learning styles using gamification, role-playing activities, job simulation & self-led activities.
• Liese with relevant stakeholder to deliver and facilitate training sessions tailored to the Accounts teams in line with the training schedule, self-assessment feedback & adhoc training requests.
• Evaluate employees’ performance through conducting quality observations on key account activities such as discovery & presentation calls.
• Ensure best practices are shared throughout the Accounts division
• Maintain updated records of all quality observations conducted across the accounts division to ensure effective quality reporting can be conducted by the Head of Quality Development (Sales)
• Maintain updated records of educational curriculum, materials & training records using the Sales & Recruitment Hub.
• Ensure all key quality scorecard metrics are kept up to date within the accounts division to provide effective reporting and insights for the senior leadership team.
• Develop & deliver a monthly quality presentation to senior leadership for the Accounts division, highlighting key insights and outlining recommended actions.
• Support with Opportunity Support checks ensuring from a technical and support perspective every opportunity is the right opportunity.

Essential Skills & Attributes

• Ability to motivate, coach, and develop team members to achieve quality and performance goals.
• Experience in delivering feedback to a range of stakeholders to support their continuous professional development.
• Understanding of quality assurance processes and best practices in a sales, service delivery or account management setting.
• Ability to analyse data and metrics to identify trends, measure performance, and inform decision-making.
• Exceptional organizational skills with the ability to manage multiple priorities and meet deadlines.
• Strong interpersonal skills to build relationships with team members, clients, and senior management.
• Proven ability to identify issues, develop actionable solutions, and implement changes effectively.

Desirable Skills & Attributes

• 3+ years of experience in a sales, business development or account management role.
• 2+ years of experience in a sales management, training or coaching role.
• Experience working with apprenticeship training providers, assessment organisations, or education institutions
• Understanding of technology products, services, or platforms, and their application within business environments.