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Bureau Veritas

<div><div><div><div><div><div><div><ul><li><b>Position Details</b></li></ul><br>
</div></div></div><br>
<div><div><div><div><div><ul><li><b>Position</b></li></ul>
</div></div></div></div><div><h2 class="jobSectionHeader"><b>Training Sales</b></h2><br>
</div></div><br>
<div><div><div><div><div><ul><li><b>Office / Department</b></li></ul>
</div></div></div></div><div><h2 class="jobSectionHeader"><b>System Certification Services</b></h2><br>
</div></div><br>
<div><div><div><div><div><ul><li><b>Reporting to</b></li></ul>
</div></div></div></div><div><h2 class="jobSectionHeader"><b>Training Sales / Operations Team Leader</b></h2><br>
</div></div><br>
<div><div><div><div><div><ul><li><b>Key Working Relationship</b></li></ul><br>
</div></div></div></div><div><p>Certification Manager</p>
<p>Training Manager</p>
<p>Training Operations Team Leader</p><br>
</div></div><br>
<div><div><div><ul><li><b>Minimum Required Qualifications</b></li></ul><br>
</div></div></div><br>
<div><div><div><div><div><ul><li><b>Specialty<br>
</b></li></ul></div></div></div></div><div><p>N/A</p><br>
</div></div><br>
<div><div><div><div><div><ul><li><b>Education</b></li></ul>
</div></div></div></div><div><ul><li>Minimum of 15 years of formal education and a University Degree or equivalent</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Training</b></li></ul>
</div></div></div></div><div><ul><li>Bureau Veritas Sales Training and Technical training to be provided on joining</li>
<li>Detailed knowledge on the CQI-IRCA / other accreditation body requirements related to their function</li>
<li>Sales/ Marketing Training</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Technical knowledge</b></li></ul>
</div></div></div></div><div><ul><li>Demonstrate an awareness of the training product range offered by the offices of the respective countries.</li>
<li>Demonstrate an understanding of the generic sales process for training products in BMS</li>
<li>Demonstrate an awareness of BVC structure and key personnel to liaise with specific certification schemes</li>
<li>Demonstrate the ability to identify the significant aspects of a client&rsquo;s processes and organization in order to develop a quote.</li>
<li>Demonstrate the ability of cold-calling and telesales</li>
<li>Understand the process of Lead conversion to sales</li>
<li>Competency in working on Computers and database applications</li>
<li>Detailed knowledge on the CQI-IRCA / other accreditation body requirements related to their function</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Experience</b></li></ul><br>
</div></div></div></div><p></p><div><ul><li>Proven work experience as Sales Executive for Training or similar role</li>
<li>Adequate knowledge of learning management systems and web delivery tools</li>
<li>Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)</li>
<li>MS Office proficiency</li>
<li>Advanced organizational skills with the ability to handle multiple assignments</li>
<li>Strong communication skills</li><br>
</ul></div></div><br>
</div></div><div></div><div><ul><li><b>Responsibilities / Authorities /Accountabilities</b></li></ul>
</div><div><div><div><div><div><div><div><ul><li><b>Primary Functions</b></li></ul>
</div></div></div></div><div><ul><li>Manages the promotion, marketing and sales of &lsquo;in house&rsquo; and &lsquo;open house&rsquo; training courses</li>
<li>Responsible for registration of delegates and collection of fees</li>
<li>Ensures compliance to CQI-IRCA requirements with respect to usage of CQI-IRCA Logo, if used for communication and other requirements of CER MS,CQI-IRCA &amp; ITC</li>
<li>Manages all communication &amp; marketing material related to Training</li>
<li>Completing the training Sales Loop (client visit, proposal preparation &amp; negotiation, follow up, contract issuing, after sales feedback).</li>
<li>To ensure achievement of Public and In-House Training Target</li>
<li>Obtaining new key account client and effectively managing existing one</li>
<li>To pro-actively promote E-Learning courses</li>
<li>To generate self-generated lead and nurture to opportunities and build the data pool with segmentation</li>
<li>Other Admin Works</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Technical Expertise</b></li></ul>
</div></div></div></div><div><ul><li>Maintaining up-to-date knowledge of ISO and other Management Systems standards</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Business Requirements</b></li></ul>
</div></div></div></div><div><ul><li>Uploading commercial information in CRM tool (Salesforce)</li>
<li>Record sales activities and report to Sales Team Leader</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Self Management</b></li></ul>
</div></div></div></div><div><ul><li>Participate in organisation of sectorial meetings, exhibitions, seminars planned for SCS.</li>
<li>Conducting relevant and extensive market research to highlight current trends within the industry</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Customer Focus</b></li></ul>
</div></div></div></div><div><ul><li>Developing and maintaining relationships with corporate accounts</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>HSE Requirements</b></li></ul>
</div></div></div></div><div><ul><li>Authorized to stop work if condition, situation, environment&hellip;etc is not safe to perform the activity (immediately inform to reporting person in the department for further guidance, if this authority is used).</li>
<li>Accountable to Take care of your own health and safety and that of people who may be affected by what you do or do not do.</li>
<li>Accountable for Co-operating with others on health and safety, and not interfere with, or misuse, anything provided for your health, safety or welfare.</li>
<li>Perform his duties in safe environment and respond to emergency situations as required by local procedures.</li>
<li>Submittal of required reports within time frame / as assigned</li>
<li>Comply at all times with all applicable legal requirements, BV Dubai HSE Policies, procedures and practices.</li>
<li>Maintain personal work areas tidy and hazard free and report any deviation/fault/hazard immediately to the location manager/line manager/ QHSE Manager</li>
<li>Reporting all incidents / Near Miss reporting as well as taking action whenever any unsafe act or condition is observed.</li>
<li>Responsible to give feedback on HSE issues for improvement as part of participation and consultation requirement.</li>
<li>Maintain up-to-date awareness of Corporate HSE policy, procedures and practices</li>
<li>Report immediately to HSE Representative and Business Line Manager any newly identified hazard and participate in devising suitable operational control to eliminate/minimize the pertinent risk.</li><br>
</ul></div></div><br>
<div><div><div><ul><li><b>Performance Monitoring</b></li></ul><br>
</div></div></div><br>
<div><div><div><div><div><ul><li><b>Continual Development</b></li></ul><br>
</div></div></div></div><div><p>Refer to PMP</p><br>
</div></div><br>
<div><div><div><div><div><ul><li><b>KPI&rsquo;s</b></li></ul>
</div></div></div></div><div><ul><li>To ensure achievement of Public and In-House Training Target</li>
<li>Obtaining new key account client and effectively managing existing one</li>
<li>To pro-actively promote E-Learning courses</li>
<li>To generate self-generated lead and nurture to opportunities and build the data pool with segmentation</li>
<li>Sales pipeline at least 3 times of Quarterly Target</li><br>
</ul></div></div><br>
<div><div><div><div><div><ul><li><b>Monitored By</b></li></ul><br>
</div></div></div></div><div><p>Training Sales / Operations Team Leader</p></div></div></div></div></div></div><p></p>

Training Sales

iSTYLE UAE

<div>
 <strong>
  Job Title
  <br/>
  <br/>
 </strong>
 Specialist - Training
 <br/>
 <br/>
 <strong>
  Job Scope
  <br/>
  <br/>
 </strong>
 The Specialist - Training is accountable for designing, delivering, and managing training programs to ensure concerned stakeholders are equipped with the knowledge and skills needed to perform their roles effectively. S/He will collaborate with various stakeholders to develop engaging training programs, assess effectiveness, and ensure a culture of continuous learning.
 <br/>
 <br/>
 <strong>
  Main Duties And Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Develop and maintain an annual training plan, providing regular updates and blueprints to concerned managers.
  </li>
  <li>
   Create and assign weekly training plans for teams, ensuring that deadlines are met.
  </li>
  <li>
   Monitor learning platform activity, tracking employees progress and addressing participation or engagement gaps.
  </li>
  <li>
   Adapt and extract content from internal and external sources to ensure alignment with industry trends and company-wide changes.
  </li>
  <li>
   Collaborate with concerned LoBs management to tailor trainings and ensure alignment with business objectives.
  </li>
  <li>
   Deliver in-person or virtual training sessions for various business needs, including product knowledge, sales skills, and operations procedures.
  </li>
  <li>
   Develop training videos, guides, and other resources to support new products, procedures, or business initiatives in coordination with the L&amp;D when needed.
  </li>
  <li>
   Develop and deliver onboarding training programs for new joiners, ensuring that they are equipped with the knowledge and skills needed for their roles.
  </li>
  <li>
   Regularly update the training materials for new product and procedure instructions, and maintain accurate and up-to-date training guides and reference materials and other resources to support employee learning.
  </li>
  <li>
   Track and report training participation, progress, and completion rates to ensure alignment with learning plans.
  </li>
  <li>
   Report any issues, discrepancies or concerns related to the training programs to the direct Manager.
  </li>
  <li>
   Collect feedback from staff through surveys after training sessions to assess and continually improve training quality and effectiveness.
  </li>
  <li>
   Conduct assessments, and follow-up activities to measure effectiveness of training programs.
  </li>
  <li>
   Ensure all training certifications, where applicable, are maintained through the appropriate recertification processes.
  </li>
  <li>
   Promote a culture of continuous learning by encouraging the employees to engage with available training resources and development opportunities.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Position Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  Education
  <br/>
  <br/>
 </strong>
 Bachelor&rsquo;s degree in Business Administration or any other related field
 <br/>
 <br/>
 <strong>
  Experience
  <br/>
  <br/>
 </strong>
 1 to 3 years of experience in training
 <br/>
 <br/>
</div>


Specialist - Training

Zoomlion Gulf FZE

<div>
 <p>
  <strong>
   <u>
    SERVICE TRAINING SPECIALIST &ndash; HEAVY MACHINERY
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    We kindly request that only candidates with relevant experience in the construction heavy machinery service apply for this position.
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Roles &amp; Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Coordinate and organize regional service training
  </li>
  <li>
   Develop general training materials for the region
  </li>
  <li>
   Inspect the progress of regional product line service training
  </li>
  <li>
   Collaborate with product lines to organize skill level certification for local service personnel
  </li>
  <li>
   Coordinate with regional operation, safety, and other certification bodies
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications and Competencies:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor's degree or above &ndash; Mechanical or Automobile Engineering Preferred
  </li>
  <li>
   Having experience in after-sales service in the construction heavy machinery industry, familiar with the entire after-sales service process, with over three years of experience in after-sales service and service team management.
  </li>
  <li>
   Should be proficient in English Language
  </li>
  <li>
   Proficient in Microsoft software such as Word, Excel, PowerPoint, etc.
  </li>
  <li>
   Identifying the corporate culture of ZOOMLION, clear logical thinking, strong abilities in data analysis and report writing, excellent communication and coordination skills, with strong team awareness.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Candidates with relevant experience in the construction heavy machinery industry are invited to apply by sending their resume to 00813348@zoomlion-zitc.com with the subject line: "Service Training Specialist".
 </p>
 <p>
 </p>
</div>


Training Specialist

ALHOSN University (CLOSED)

<div></div><div><div><p><b>Primary Duties and Responsibilities</b></p>
<ul>
<li>Develop, plan, coordinate, implement and evaluate assigned programs.</li>
<li>Develop the CEC business by capturing and creating opportunities on the local and national level.</li>
<li>Prepare tenders and programs appraisals with financial analysis</li>
<li>Research and development for new program initiatives and take leadership for continual improvements to existing programs.</li>
<li>Oversee all facets of customer service to insure high quality.</li>
<li>Supervise vendor relationships and contracts to maximize use of ALHOSN University resources.</li>
<li>Maintain liaison with internal and external educational and professional organizations</li>
<li>Research service providers, conduct site and event visits, negotiate contracts, review</li>
<li>and evaluate service and resolve contract disputes.</li>
<li>Develop and manage a comprehensive publicity strategy for the Center&rsquo;s programs to include: marketing strategies; analysis of enrollment trends and market needs; development of constituent mailing lists</li>
<li>Performs miscellaneous job-related duties as assigned;</li>
</ul>
<p><b>Required Skills</b></p>
<ul>
<li>Experience in managing a Training Center is a plus.</li>
<li>Ability to analyze and evaluate business processes using continuous improvement principles;</li>
<li>Knowledge of finance, accounting, budgeting, and cost control procedures;</li>
<li>Computer proficiency particularly in MS Office;</li>
<li>Fluency in spoken and written English is a must;</li>
<li>Excellent communication, collaboration, and negotiation skills;</li>
<li>Ability to perform all the essential functions of this job.</li></ul></div></div>
<br><ul><li><b>Company: </b>ALHOSN University (CLOSED)</li>
<li><b>Employment Type: </b>Full Time</li>
<li><b>Education Level: </b>Bachelor</li>
<li><b>Job Type: </b>Admin</li></ul>

Training & Continuing Education Manager

Harvard Logistics

<div></div><div><div><h3 class="jobSectionHeader"><b>Job Summary</b></h3>
<p>
We are looking for an Assistant Sales Training Manager who will be responsible to support the creation and delivery of sales training courses to help employees perform their duties efficiently, effectively and safely.</p>
<p><b>
Key responsibilities include</b></p>
<ul>
<li>Proficient in using of sales coach tools and technique to develop sales executive</li>
<li>Managing and Administrating LMS( learning Management System)</li>
<li>Proficient in preparing and delivering sales skills and Product Trainings</li>
<li>Conduct training needs analysis for manpower of entire Sales Network also prepare &amp; deliver need-based trainings accordingly.</li>
<li>Ensure delivery of sales training is within the training budget and maximizes cost effectiveness with focus on Training ROI</li>
<li>Digital Competency related training such as CRM related Sales Force and ERP system related</li>
<li>Conduct yearly Sales Executive Competition- Nissan Retail, Renault, Infiniti, Fleet and CPO</li>
<li>Track the Implementations of GIA Recommendations for Sales &amp; Marketing</li>
<li>Conduct Quarterly Product test for all Sales Executives</li>
<li>Achieve agreed KPI on NISSAN Sales Executives Certification Program</li>
<li>Complete Induction training of New Sales Executive.</li>
<li>Design and develop training module and materials</li>
<li>GHRD Training coordination for Sales staff</li>
</ul>
<p><b>Qualifications</b></p>
<p>
Education: University Degree in Mechanical/Automotive Engineering. Sales Trainer Certification is also important.</p>
<p>
Linguistic Skills: Excellent communication skills in English and Arabic is mandatory.</p>
<p>
Previous Experience: 5 years of experience in automobile distributorship or related industry, selling large sales volume/ model line-up. Previous hands on experience in automotive sales is mandatory.</p>
<p>
Required Skills: Good organization, communication, planning and presentation skills. Ability to motivate and encourage a large sales team. Proficiency in MS office (Excel &ndash; PowerPoint &ndash; Word) , Oracle/ERP software background is an advantage.</p></div></div>
<br><ul><li><b>Company: </b>Harvard Logistics</li>
<li><b>Employment Type: </b>Full Time</li>
<li><b>Education Level: </b>Bachelor</li>
<li><b>Experience: </b>5 Years
</li><li><b>Job Type: </b>Sales</li></ul>

Assistant Sales Training Manager

Emirates Flight Catering

<div>
 <p>
  <strong>
   This role is ideal for someone with a strong culinary background who enjoys training and mentoring chefs on the job.
  </strong>
 </p>
 <p>
  <strong>
   If you're a graduate from a recognized culinary institute and passionate about developing culinary talent, we'd love to hear from you.
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Job Purpose
   </u>
  </strong>
  :
 </p>
 <p>
  Identify, plan, design, develop, deliver and facilitate a comprehensive range of learning and development programs and initiatives for business units to enhance skill and capability levels across the company.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Key Result Areas
   </u>
  </strong>
  :
 </p>
 <p>
  1. Consult with business units proactively to identify required learning needs, design, develop and deliver learning and development solutions and impact journeys, related to Induction, Customer Services, Personal Effectiveness and Leadership Development portfolio, to meet business and performance requirements.
 </p>
 <p>
  2. Implement creative learning &amp; development design strategies such as interactive activities, tools (e.g. Menti meter), questionnaires and classroom assessment, for effective engagement and involvement of participants.
 </p>
 <p>
  3. Collaborate with Digital Design team to design e-Learning solutions and promote usage of digital learning to enable self-paced development of employees.
 </p>
 <p>
  4. Partner with Procurement to identify external learning solutions vendors and manage these vendors to ensure their performance continuously meets agreed expectations.
 </p>
 <p>
  5. Evaluate learning &amp; development programs to recommend appropriate changes in instructional objectives, content and method, to ensure effectiveness and impact.
 </p>
 <p>
  6. Conduct Post Training Assessments and on the job observations to ensure application of learnings and improvement in job performance.
 </p>
 <p>
  7. Build a culture of Learning analytics which involves measurement, collection, analysis, and reporting of data about learners, learning
 </p>
 <p>
  experiences, and learning programs for purposes of understanding and optimizing learning and its impact on an organization's performance.
 </p>
 <p>
  8. Deliver data findings in a variety of visual formats that appropriately provide insight to users, including online data visualizations, slide decks, and reports.
 </p>
 <p>
  9. Partner with learning leaders and internal stakeholders to identify usable metrics to evaluate department training performance and compliance.
 </p>
 <p>
  10. Overall management of LMS and ensure the features and functionalities support and aid training effectiveness.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Job Context
   </u>
  </strong>
  :
 </p>
 <ul>
  <li>
   Need to work on multiple projects with conflicting timelines to support EKFC's digital change journey.
  </li>
  <li>
   All learning impact journeys will adopt 70-20-10 methodology.
  </li>
  <li>
   May need to facilitate other courses related to Safety, as per business requirements.
  </li>
  <li>
   Need to keep abreast with latest technologies and digital solutions to align with latest trends.
  </li>
  <li>
   Need to build and maintain a close working relationship with HR Business partners and all business stakeholders to ensure appropriate support and value add to address capability gaps.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Education Qualifications
   </u>
  </strong>
 </p>
 <ul>
  <li>
   A minimum of bachelor's degree in related field
  </li>
  <li>
   Train the Trainer Certification or equivalent
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Work Experience
   </u>
  </strong>
  :
 </p>
 <p>
  Should have a minimum 6 years of experience in Learning and development and in designing and delivering learning &amp; development
 </p>
 <p>
  solutions related to Corporate Induction, Customer Services, Personal Effectiveness and Leadership Development.
 </p>
 <p>
  Sound experience in using quality content, best practices and innovative approaches to deliver personal effectiveness and leadership training.
 </p>
 <p>
  Related aviation, hospitality or food &amp; beverage industry experience will be an advantage.
 </p>
 <p>
  Related mandatory and compliance training experience related to Safety will be an advantage.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Skills
   </u>
  </strong>
  :
 </p>
 <ul>
  <li>
   Advanced working knowledge of Learning Management System (LMS).
  </li>
  <li>
   Strong project management knowledge and skills.
  </li>
  <li>
   Proficient and advanced user of MS Excel and Oracle BI Analytic reporting.
  </li>
  <li>
   Ability to function both independently and as part of a team.
  </li>
  <li>
   Adapts to changes in work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
  </li>
  <li>
   Knowledge of adult learning, instructional design and curriculum development techniques.
  </li>
  <li>
   Sound use of using technology and digital tools to improve learner engagement.
  </li>
  <li>
   Strong business partnering skills.
  </li>
  <li>
   Superior presentation, facilitation and assessment skills.
  </li>
  <li>
   Excellent Interpersonal, written and oral communication skills.
  </li>
  <li>
   Strong leadership, influencing and team building skills.
  </li>
  <li>
   Sound knowledge in curating a variety of learning content.
  </li>
  <li>
   Proficiency in MS office (e.g. powerful visuals using PowerPoint, Excel for data analysis).
  </li>
 </ul>
 <p>
 </p>
</div>


HR Specialist - Training (Culinary)

METABOLIC

<p></p><div>Role Overview<p>
The Quality Assurance &amp; Training Manager is responsible for ensuring consistent service quality across Sales and Customer Support teams by defining QA standards, monitoring performance, and building structured training programs. This role bridges the gap between process design and on-ground execution to improve customer experience, compliance, and team capability. Operating within a regulated healthcare environment, the role is also responsible for embedding AI literacy across the contact centre - equipping agents and Team Leads to work effectively alongside AI-assisted tools, and continuously evolving training frameworks as technology and clinical protocols develop.</p><p></p>
Key Responsibilities1. Quality Assurance Framework<ul><li>
Design and maintain QA scorecards for Sales and Support teams</li><li>
Conduct regular audits of calls, chats, and tickets</li><li>
Ensure adherence to SOPs, scripts, and service standards</li><li>
Incorporate AI-assisted QA tools (e.g. automated call scoring, speech analytics) into the audit framework - using AI outputs to prioritise reviews and surface patterns at scale</li><li>
Ensure QA scorecards include healthcare-specific dimensions: clinical accuracy, safeguarding awareness, data privacy adherence, and appropriate signposting</li><li>
Establish a continuous review cycle - schedule quarterly scorecard reviews to reflect changes in clinical protocols, regulatory requirements, and business priorities</li></ul><p></p>
2. Performance Evaluation<ul><li>
Track and analyze quality trends across teams and agents</li><li>
Identify recurring errors, gaps, and process breakdowns</li><li>
Provide structured feedback to Team Leads and management</li><li>
Use AI-powered analytics and dashboards to monitor performance in real time, identify at-risk agents early, and track improvement trajectories over time</li><li>
Produce monthly QA insight reports for the CX Manager with trend analysis, root cause summaries, and recommended interventions</li></ul><p></p>
3. Training Program Development<ul><li>
Design onboarding training for new hires (Sales &amp; Support)</li><li>
Develop ongoing training modules based on QA insights</li><li>
Standardize scripts, communication guidelines, and workflows</li><li>
Build and maintain an AI literacy curriculum - covering how agents use AI tools (e.g. AI-suggested responses, knowledge base assistants, automated routing) correctly, safely, and in line with clinical guidelines</li><li>
Develop a continuous learning calendar - structured monthly or quarterly training cycles tied to QA trends, product/protocol updates, and regulatory changes</li><li>
Include mandatory modules on healthcare compliance: patient data handling, safeguarding, clinical escalation pathways, and confidentiality obligations</li><li>
Maintain a living training library - version-controlled content that is reviewed and updated on a defined schedule, not ad hoc</li></ul><p></p>
4. Coaching &amp; Capability Building<ul><li>
Support Team Leads in coaching underperforming agents</li><li>
Conduct targeted refresher training sessions</li><li>
Improve agent communication, accuracy, and process adherence</li><li>
Develop Team Lead coaching capability - upskill Team Leads to independently deliver structured 1:1 coaching using QA data, reducing dependency on the QA Manager for routine development conversations</li><li>
Champion AI upskilling across the team - run regular sessions helping agents understand AI tool outputs, avoid over-reliance, and apply human judgement appropriately in clinical contexts</li><li>
Track individual development plans (IDPs) for agents on improvement pathways, with defined milestones and review points</li></ul><p></p>
5. Cross-Functional Alignment<ul><li>
Collaborate with CX Manager, Ops, and Medical/Product teams</li><li>
Ensure training content reflects updated protocols and policies</li><li>
Align QA standards with business and customer experience goals</li><li>
Partner with technology and product teams to stay current on AI tool developments - translating new features into updated training content promptly</li><li>
Establish a protocol change management process - a defined workflow for how clinical or product updates are reviewed, approved, and reflected in QA scorecards and training within an agreed timeframe</li></ul><p></p>
6. Continuous improvement &amp; governance<ul><li>
Own a continuous improvement roadmap for QA and training - setting quarterly goals, tracking progress, and presenting outcomes to senior leadership</li><li>
Conduct regular calibration sessions with Team Leads and the CX Manager to ensure consistent application of QA standards across the floor</li><li>
Audit AI tool usage by agents - ensure tools are being used as intended, flag misuse or over-reliance, and feed findings into training updates</li><li>
Maintain a lessons-learned log from escalations and complaints - use these systematically to update SOPs and training content</li></ul><br>
<b>
Requirements</b><br>
<p></p><ul><li>
Minimum 3+ years of experience in QA, Training, or Customer Operations</li><li>
Experience in Sales and/or Customer Support environments</li><li>
Strong understanding of QA frameworks, coaching methods, and adult learning principles</li><li>
Ability to analyze performance data and translate into training improvements</li><li>
Strong communication and stakeholder management skills</li><li>
Hands-on experience with QA platforms and CRM systems (e.g. Salesforce, Zendesk, Klaus, MaestroQA or similar)</li><li>
Demonstrable experience designing and delivering training content &mdash; including e-learning modules, live sessions, and reference materials</li><li>
Comfortable working with AI-assisted tools and translating their outputs into coaching and training actions</li><li>
Working knowledge of data privacy obligations in a healthcare context (HIPAA, GDPR, or local equivalent)</li></ul><p></p>
Preferred Qualifications<ul><li>
Healthcare or service-based industry experience preferred</li><li>
Experience building QA systems from scratch or scaling training functions</li><li>
Exposure to contact center operations or patient/customer journey environments</li><li>
Familiarity with AI-powered QA or analytics tools (e.g. Observe.AI, Tethr, Qualtrics, or similar speech/text analytics platforms)</li><li>
Experience with Learning Management Systems (LMS) - content authoring, module deployment, and completion tracking</li><li>
Instructional design qualification or certification (e.g. CIPD L&amp;D, ATD, or equivalent)</li><li>
Experience running QA calibration sessions and building inter-rater reliability across assessors</li></ul><p></p>
Key KPIs<ul><li>
QA score (overall interaction quality)</li><li>
Training completion rate</li><li>
Post-training performance improvement</li><li>
Error rate reduction</li><li>
SOP adherence rate</li><li>
Coaching effectiveness score</li><li>
Agent improvement in KPIs (conversion, resolution, CSAT)</li><li>
Audit coverage rate</li><li>
QA calibration score inter-rater agreement rate between QA assessors and Team Leads</li><li>
AI literacy assessment pass rate % of team meeting defined AI tool proficiency standard</li><li>
Training content currency % of modules reviewed/updated within the defined review window</li><li>
Time-to-competency for new hires average time from start date to meeting QA threshold</li><li>
Healthcare compliance audit pass rate % of audited interactions meeting clinical and regulatory standards</li><li>
IDP completion rate % of agents on improvement plans meeting their defined milestones</li></ul></div>

Quality Assurance & Training Manager (Contact Centre Trainer)

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