Specialist – Training & Quality Assurance (TQA)

Responsibilities:

Training Management:

- Develop and implement training programs to ensure all employees are equipped with the necessary skills and knowledge to perform their duties effectively.

- Conduct needs assessments to identify training gaps and areas for development within the team.

- Facilitate onboarding training for new hires, including soft skills, SOP’s Workflows, Product knowledge and system navigation.

- Deliver training sessions through various formats, including in-person workshops, online courses, and webinars, ensuring a positive and impactful learning experience.

- Collaborate with department heads to design role-specific training programs.

- Work closely with cross-functional teams to ensure alignment between training initiatives and organizational goals.

- Maintain training records and analyse training effectiveness through assessments, feedback, and performance metrics.

- Create and develop engaging process and soft skills training programs, training materials, and curricula, utilizing various instructional design methodologies and technologies.

- Update training content regularly to reflect product changes, process updates, and best practices.

- Manage the organization’s LMS, including uploading course content, tracking employee progress, and generating reports.

- Maintain accurate records of quality assessments, feedback sessions and executives’ performance.

- Stay updated with industry trends and best practices in learning and development, incorporating new methodologies and technologies into training programs.

- Ensure all training programs comply with organizational policies and relevant regulations; prepare reports for management on training outcomes and recommendations.

- Work with team members to develop clear career growth opportunities within the organization.

- Drive engagement initiatives to build team morale, collaboration and a positive work environment.
- Oversee the quality assurance process by evaluating team performance through call monitoring, customer feedback and process audits.

- Utilize established quality evaluation criteria to score customer interactions and provide constructive feedback to improve individual and team performance.

- Collaborate with Operations and HR teams to address any performance issues.

- Support the development and rollout of PIP for underperforming employees.

- Analyse performance trends and initiate corrective actions where necessary to enhance quality standards.

- Work closely with other departments to develop and refine SOPs to ensure consistency and compliance.

- Ensure adherence to internal and client-specific quality standards.

Quality Assurance:

- Oversee the quality assurance process by evaluating team performance through call monitoring, customer feedback and process audits.

- Utilize established quality evaluation criteria to score customer interactions and provide constructive feedback to improve individual and team performance.

- Collaborate with Operations and HR teams to address any performance issues.

- Support the development and rollout of PIP for underperforming employees.

- Analyse performance trends and initiate corrective actions where necessary to enhance quality standards.

- Work closely with other departments to develop and refine SOPs to ensure consistency and compliance.

- Ensure adherence to internal and client-specific quality standards.

Qualifications:

- Bachelor’s degree in Human Resources, Education, Psychology, or a related field.

- A Master’s degree or relevant certifications (e.g., CPLP, ATD) is a plus.

Requirements:

- Minimum of 5 years of experience in learning and development, instructional design or related roles.

- Strong understanding of adult learning principles and instructional design methodologies.

- Excellent communication, problem-solving abilities, good in customer service and interpersonal skills

- Proficient in using LMS, MS Office Suite and experienced in creating effective PowerPoint presentations.

- Ability to work collaboratively and influence at all levels of the organization.

- Strong analytical and problem-solving skills.

Job Type: Full-time

Pay: Up to ₹55,000.00 per month

Work Location: In person