Training and Quality Assurance Manager

As an advocate for lifelong learning, you will be part of the team to promote lifelong learning, upskilling, and career planning in various platforms. Your role will be to oversee and manage the quality assurance of Advisory Services, identify learning needs as well as develop training interventions. The individual will need to leverage insights from trends, performance metrics and stakeholder feedback to continually ensure that advisory services maintain standards of excellence.

Our ideal candidate is someone who is passionate about learning & development, service quality, and stakeholder management.

Core Responsibilities

Training

• Develop a strong understanding of the CET landscape (e.g. job roles and skills in demand), career progression pathways, the SSG suite of resources for career planning and upskilling, and other agency programmes and initiatives that can benefit clients in their upskilling efforts and enhance their employability.
• Conduct needs analysis to identify training needs and develop training interventions for internal and external stakeholders.
• Develop and deliver training materials and content to address training needs.
• Apply adult learning principles and instructional design methodologies to create effective and engaging training experiences.
• Provide ongoing coaching to reinforce learning and support development.

Quality Assurance

• Ensure advisory services meet quality standards by adhering to established processes, guidelines and industry best practices.
• Conduct internal audits to ensure adherence to established standards and provide recommendations for improvement.
• Review and manage case notes quality to support data insights.
• Leverage data and feedback to continually refine and improve quality standards.
• Extract and organise monthly satisfaction survey feedback for score tabulation and reporting.
• Compile reports and presentations related to monthly feedback and audit findings.
• Develop and regularly review assessment framework to establish standards of excellence.

Others

• Support event deployment on an ad-hoc basis.
• Handle CRM (Client Relationship Management) cases to address clients' upskilling concerns on an ad-hoc basis.
• Oversee and address individual feedback and complaints related to the quality and effectiveness of advisory services, ensuring timely resolution and continuous improvement of the service experience.
• Manage contract renewal of Skills Ambassadors.

Requirements

• 1 year of relevant experience.
• Familiarity with quality assurance programs.
• Strong organisational and data management skills, with the ability to manage monthly reporting.
• Creative skills to develop visually appealing materials.
• Detail-oriented with experience in conducting audits or reviews to ensure quality standards.
• Proficiency in using Microsoft Office, especially Excel and PowerPoint, and design software for creating materials.
• Ability to work independently and as part of a team to meet deadlines.
• Excellent business writing and communication skills to collaborate with various stakeholders.
• Ability to converse in Mother Tongue is an advantage.
• Experience in service excellence or CRM will be welcomed.

Successful candidates will be offered a 2-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

Please note that only shortlisted candidates will be notified.