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Job Description

Job Summary:

• The Training and QA Manager will be responsible for developing and overseeing training programs that enhance the skills and performance of employees.
• This role also involves managing the quality assurance processes to ensure that products or services meet the organization's standards and customer expectations.
• The Training and QA Manager will collaborate with various departments to identify training needs, develop training materials, conduct training sessions, and monitor the effectiveness of training initiatives. Additionally, the manager will implement and maintain QA processes to ensure continuous improvement and compliance with industry standards.

Basic conditions required for a QA & Training Manager:

• The candidate must be flexible with operational hours.
• Strong understanding of training and quality assurance principles.
• Excellent communication and presentation skills.
• Understanding in using Learning Management Systems LMS and QA software tools.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively with cross-functional teams.
• Leadership and team management skills.
• Attention to detail and a commitment to excellence.

General characteristics and desired skill set required for the Training facilitator role:

• Good written and verbal communication skills.
• Flexibility to adapt training content and delivery methods based on the needs and learning styles of participants
• Good active listening skills.
• Attention to detail.
• Ability to work collaboratively with subject matter experts, department heads and other stakeholders.
• Creative problem-solving skills.
• Proficiency in using multimedia tools, e-learning platforms and other training technologies.
• Excellent interpersonal skills.
• Critical and creative out-of-the box thinker.
• A good history of attendance, time-keeping and general behavioral tendencies.

Key Responsibilities of a QA & Training Manager:

Training Management:

• Identify skill gaps and address on a one on one or group basis.
• Collaborate with department heads and subject matter experts to identify training needs.
• Design and develop training programs, workshops and materials to address identified needs.
• Utilize instructional design principles to create engaging and effective learning experiences.
• Develop and implement comprehensive training programs for employees at all levels.
• Continuously improve training programs based on evaluation results, feedback from participants and changing business needs.
• Assess training needs through surveys, interviews with employees, and consultation with managers.
• Design training materials, including manuals, e-learning modules, workshops, and job aids.
• Conduct training sessions, workshops, and seminars to enhance employee skills and knowledge.
• Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
• Collaborate with department heads to ensure training aligns with organizational goals.
• Stay updated with the latest training trends, tools, and techniques to improve the training process.
• Manage and update the Learning Management System LMS with relevant training materials.

Quality Assurance Management:

• Develop and implement quality assurance policies and procedures to ensure product/service quality.
• Monitor and evaluate the quality of products or services through regular inspections, audits, and reviews.
• Identify areas for improvement and work with teams to implement corrective actions.
• Ensure compliance with industry standards, regulations, and certifications.
• Analyze QA data and generate reports for management to assess the quality of processes and outcomes.
• Train employees on QA standards and best practices.
• Lead quality improvement initiatives and continuous improvement programs.

Coaching and Mentoring:

• Conduct regular one on one coaching sessions with customer services coaches to review performance, address challenges and set improvement goals.
• Provide constructive feedback to help coaches improve their communication, problem solving and customer interaction skills.
• Monitor and evaluate the performance of the customer service coaches through probation reviews, evaluation forms, employee feedback and performance metrics.
• Identify strengths and areas for improvement in coaches and tailor coaching strategies accordingly.
• Collaborate with the CS Coaches, Supervisors, 2IC’s and Management to assess the effectiveness of training programs and recommend improvements