Elevate Excellence at WEX — Join Us as a Training and Audit Manager!
Are you passionate about developing people, shaping customer experiences, and driving performance excellence?
At WEX, we know that empowered, skilled teams are key to delivering outstanding customer service — and we’re looking for a dynamic Training and Audit Manager to help us make that happen!
In this role, you’ll design and deliver high-impact training programs, build a robust quality assurance framework, and work closely with teams across Customer Operations to drive continuous improvement. If you're energized by helping others grow and setting high standards, we’d love to meet you.
What You’ll Be Doing:
Training & Development:
Conduct training needs assessments to identify skill gaps and opportunities.
Design, create, and deliver engaging training programs — online, in-person, and blended.
Facilitate interactive workshops and learning experiences that stick.
Evaluate training effectiveness through surveys, assessments, and performance data — and make programs even better.
Analyze customer feedback and operational metrics to inform future training focus areas.
Audit & Quality Assurance:
Develop and implement a strong quality assurance framework for our call centre operations.
Conduct regular audits of calls, emails, and chats to ensure standards are met.
Provide actionable feedback and collaborate with team leaders to address performance gaps.
Ensure compliance with regulations, company policies, and best practices.
Continuous Improvement:
Identify trends, gaps, and opportunities from training and audit insights.
Support change management initiatives that make processes smoother and customer experiences better.
Document and maintain training materials, audit results, and process improvements clearly and accurately.
Work cross-functionally to align training and audit programs with broader business goals.
What You’ll Bring:
Strong background in training delivery, instructional design, and facilitation.
Experience with audit and quality assurance in a call centre or customer service environment.
Excellent communication and interpersonal skills — you can build rapport at all levels.
Analytical mindset with the ability to use data to drive decisions and improvements.
Knowledge of operational excellence principles (Lean, Six Sigma, Agile a plus).
Strong project management and organization skills — able to manage multiple priorities.
A continuous improvement mindset and a commitment to delivering better outcomes for customers.
Familiarity with change management principles and a proactive approach to driving adoption.
Why WEX?
At WEX, we’re driven by excellence, innovation, and empowering our people. Here, your work will have a direct impact on our teams, our customers, and our future. If you’re ready to shape the learning culture and help us deliver exceptional service, we can’t wait to hear from you.
Apply today and bring your passion for people development and quality to WEX!
