Training & Quality Assurance Manager

As a Training & Quality Assurance Manager, you will manage quality assurance initiatives, develop training programs, analyze data for performance metrics, and lead a team to enhance customer satisfaction and service quality using insights and AI strategies.
Job Responsibilities
1. Training Needs Assessment and Program Development
• Build and maintain a robust Training Needs Analysis (TNA) system to identify skills gaps and align training with business objectives.
• Develop a comprehensive Training Master Plan for the Commercial department, tailored to meet practical demands and enhance team capabilities.
• Design and implement customized training programs for technical and non-technical teams, focusing on customer experience and operational excellence.
• Analyze quality and performance data to identify trends, address improvement areas, and continuously update training programs to align with job responsibilities and career growth. Program Management and Evaluation
• Plan, execute, and monitor all aspects of training programs, demonstrating strong project management skills.
• The analysis of data related to training and quality to provide relevant recommendations to guide continuous improvements in customer service
2. Program Management and Evaluation
• Plan, execute, and monitor training programs, demonstrating strong project management skills to ensure timely and quality delivery.
• Oversee all quality assurance initiatives across operations, including collaboration with BPO vendors, ensuring compliance with service excellence standards.
• Manage training logistics, resources, and Learning Management Systems (LMS) for seamless program delivery.
• Collaborate with cross-functional teams to integrate training and quality initiatives into the broader business strategy.
3. Evaluating Training Programs Effectiveness
• Establish and maintain quality assurance processes to ensure service excellence and compliance with industry standards.
• Measure the effectiveness of training programs using KPIs and employee performance metrics.
• Collect feedback from stakeholders and participants to refine training programs and align them with organizational goals.
• Prepare and present comprehensive evaluation reports to senior management, providing actionable insights and
recommendations for continuous improvement.