Responsibilities

Manage a team of Quality Assurance Specialists.
Act as overall point of contact for all training and quality needs for the client.
Responsible for leading the Training Programs including on-boarding and ongoing training.
Monitor and evaluate training program’s effectiveness and success periodically and report on them.
Ensure continuous control, development, and curation of training content. Collaborate with subject matter experts to ensure accuracy and relevancy of training materials.
Training Needs Assessment: Driving thorough assessments to identify skill gaps and training needs across departments. Tailor training programs to address these gaps and enhance employee performance.
Control and follow up of quality and training key performance indicators.
Create and improve the QA methodology and framework to measure the quality of service delivered.
Analyze Key Performance Indicator data and develop initiatives to close identified gaps in performance.
Implement methods to evaluate the effectiveness of quality audits, training programs, knowledge assessments, surveys, and feedback sessions.
Cross-Functional Collaboration: Work closely with department heads and managers to understand their teams' specific training & quality needs.
Provide guidance and mentorship to foster a culture of continuous learning and development within the team.
Document team processes and company policies to record quality management framework, standards, and procedures.
Report inconsistencies and/or possible loopholes in processes and policies.
Proactively report issues encountered affecting self and team productivity with a recommendation on how to resolve them.

Requirements

This position is open to all internal employees.

Degree/Diploma in education, Communication, HR or Public relations.
Competency in C1 English and excellent grammar and interpersonal communication skills.
Proven experience in a business quality and training department is valued.
Strong analytical skills; ability to motivate, support and inspire.
Strong organizational and project management skills.
Proficiency in MS office suite, on-line tool and processes.
Proactive and customer service focused work attitude.
Familiarity with learning management systems (LMS) and training technology.
Leadership qualities and the ability to inspire and motivate training teams.