Learning & Development Specialist - QA

The Learning & Development Specialist-QA is responsible for designing, implementing, and evaluating training programs for the QA department to improve their skills, knowledge, and performance. Additionally, you will evaluate and monitor interactions between the QA team and the customers to identify areas of improvement and exceptional experience.

Primary Responsibilities

1. Design and develop training programs, modules, and materials for the department using various instructional techniques and methods.
2. Audit the quality of work by the QA Associates such as inbound/outbound calls, messages, chats, emails, etc.
3. Conduct training sessions for the team members, either in-person or through virtual platforms, and provide feedback and coaching to improve their performance.
4. Measure the effectiveness of training programs by conducting post-training assessments, analyzing feedback, and tracking performance metrics.
5. Collaborate with call centre managers and supervisors to ensure that training programs align with business goals and objectives.
6. Manage training logistics, including scheduling, tracking attendance, and ensuring that training materials and resources are available and accessible.
7. Provide ongoing support to team members, such as coaching, mentoring, and performance feedback.
8. Utilize the InstaShop services as per the company policies in order to provide feedback on how to improve the service.

Desired Candidate Profile

1. A minimum of 2 years of experience within training or a related field.
2. Strong interpersonal and customer service skills.
3. Excellent problem-solving and conflict resolution skills.
4. Bachelor's degree in Human Resources, Education, or a related discipline.
5. Strong communication skills in English, both verbal and written.

Employment Type

Full Time

Company Industry

• Internet
• E-commerce
• Dotcom

Department / Functional Area

• Training
• Learning

Keywords

• Training Development
• Learning & Development
• Performance Evaluation
• Learning And Development
• Learning Development
• Product Training