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Training and QA Manager
PPL
- London, England, United Kingdom
- London, England, United Kingdom
Über
PPL’s member services team manages the inquiries of our membership across both performer and recording rightsholder categories. Their work is split into three streams: Record Company Services, Performer Relations & Development, and Contact & Support. The team is passionate about music and works to help ensure all our members’ accounts are up to date so they can collect the royalties they are owed when their music is played on radio, TV, online and in public.
What you’ll be doing:
The Training & Quality Assurance Manager will play a critical role in ensuring that PPL’s Business Development, Account Management and Operations functions consistently deliver a high‑quality, member‑focused service aligned to the organisation’s strategic objectives. Reporting to the Senior Operations Process Manager, the role holder will design, implement, deliver and maintain training programmes, quality frameworks and performance standards that drive excellence, consistency and continuous improvement across the Member Services teams.
The role also involves building team capability, embedding best practice, and ensuring processes are followed to maximise member satisfaction, retention and revenue. This includes developing training interventions tailored to staff at all levels, supporting professional development, and fostering a culture of accountability and learning.
The role holder will lead on creating and applying quality assurance measures to monitor service delivery, identify gaps and drive improvements across all key processes. Acting as a trusted partner to operational leaders, the Training & QA Manager will provide insight and recommendations to inform strategy, shape new ways of working and ensure a consistent and excellent experience for all members.
Key Responsibilities:
Provide strategic oversight of capability development and service quality across PPL’s Business Development, Account Management and Operations functions.
Oversee the design, delivery, and evaluation of training programmes that build knowledge, skills and confidence across staff at all levels.
Work with team leaders and operational managers to ensure training interventions are targeted, impactful and aligned to the service strategy.
Establish and embed robust quality assurance frameworks, monitoring service standards across operational member management, onboarding, advances negotiations and account management.
Identify gaps, risks and opportunities, driving continuous improvement and embedding consistent, high‑quality processes across member services.
Collaborate with colleagues across Business Development, Managed Accounts, Operations, International, Repertoire, Distribution, Finance, L&BA and Communications to ensure training and QA initiatives support cross‑functional alignment and the wider transformation agenda.
Act as a driver of cultural change, embedding a learning mindset and ensuring members experience a consistently excellent service, strengthening PPL’s reputation across the music ecosystem.
What you’ll need:
Experience managing quality assurance for large, customer-focused teams with substantial demonstrated experience.
Experience developing and delivering training courses/modules for large, customer-focused teams.
Planning and organisational skills.
People management ability.
Communication and presentation skills.
Stakeholder management skills.
What we can offer you…
Employees are entitled to a wide range of benefits that support their needs and lifestyles, including private medical care, cycle‑to‑work scheme, flexible working hours, yearly music allowance and more. PPL currently offers hybrid flexible working, a mixture of office and home work, with flexible start and finish times.
Next Steps
If this sounds like you, then we’d love to hear from you!
Equity, Diversity and Inclusivity at PPL
PPL is committed to equity of opportunity, diversity and inclusivity; we welcome and encourage applicants from all sections of the community. We operate in a genuine, open and straightforward manner while striving to represent PPL’s members. Our job is to protect our members’ rights and ensure their talent and investment are rewarded fairly.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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