Responsibilities
Quality Assurance:
- Design and implement quality monitoring frameworks for operations, service, and customer experience
- Conduct regular audits and quality checks to ensure compliance with SOPs
- Analyze feedback and quality scores to identify improvement areas
- Collaborate with department heads to resolve process gaps and service issues
- Create and maintain quality reports, dashboards, and feedback loops
Training & Development:
- Develop onboarding and refresher training modules for new and existing employees
- Conduct soft skills, customer service, and technical/product training sessions
- Identify training needs through assessments, feedback, and performance data
- Evaluate training effectiveness through post-training assessments and audits
- Maintain training calendars, records, and progress reports
Requirement
- Strong communication and facilitation skills
- Analytical thinking with a detail-oriented mindset
- Ability to lead training sessions, audits, and process improvements
- Proficient in Excel, PowerPoint, and learning management systems (LMS)
- High level of organizational and documentation skills
Qualifications and Education Requirements
- Bachelor's degree in Business, HR, Education, or related field
- Certification in Quality Management (e.g., Six Sigma, ISO) and/or Training (e.g., Train the Trainer) is preferred
Experience
- 3–5 years of experience in quality management, training, or operations in a corporate or service-based setting.