The Quality and Training Team ensures the optimal performance of employees through structured training, evaluation, auditing, and feedback processes. Its primary objective is to ensure compliance with operational standards, drive continuous improvement, and strengthen product, process, and service knowledge, contributing to the achievement of organizational goals and overall operational excellence.
- Training Functions
2.1 Training and Development
- Conduct onboarding programs for new hires.
- Deliver refresher training sessions based on updates or identified performance gaps.
- Develop educational and training materials.
- Present a final summary of training results before transitioning employees to operations.
2.2 Knowledge Assessments
- Design theoretical, practical, and digital assessments.
- Administer and score evaluations.
- Record results and generate reports.
2.3 Monitoring and Follow-Up
- Evaluate, monitor, and coach new hires during their onboarding and nesting period.
- Track learning progress and identify opportunities for improvement.
- Provide feedback and support action plans to strengthen employee performance.
2.4 Documentation and Reporting
- Monitor and update training records, team information, attendance logs, and performance tracking files.
- Prepare and keep update meeting minutes, training documentation, and follow-up reports.
- Consolidate, analyse, and present training results, performance metrics, and improvement initiatives to management and operational teams.
2.5 Quality Alignment and Calibration
- Conduct calibration sessions with operational and quality teams to ensure consistency in evaluation criteria and feedback processes.
- Maintain updated policies, procedures, guidelines, and training materials to ensure all information delivered to employees is accurate and aligned with campaign and company requirements.
- Support continuous improvement initiatives by identifying trends, knowledge gaps, and development opportunities.
Educational Background and Experience:
- Associate's degree in business administration.
- Call Center Experience/
- Quality Assurance
- Teaching Experience
