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 current 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
Solid 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.