Qa Learning

Recruitment Insured; Cape Town; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A dynamic private Higher Education Institution in Cape Town is seeking a QA Learning & Development Specialist. This role focuses on providing quality assurance and learning support to enhance student-centered services within a contact center. Candidates should have a relevant tertiary qualification, along with extensive experience in quality assurance, coaching, and instructional design, specifically in a contact centre or higher education context. Excellent tools knowledge and the ability to design engaging training solutions are essential.

Qualifications

• Minimum 3–5 years of experience in a contact centre environment.
• At least 2 years in a Quality Assurance or Learning & Development field.
• Experience in a higher education or student support setting is highly advantageous.

Responsibilities

• Provide quality assurance and learning & development to staff.
• Design and implement quality assurance systems.
• Facilitate ongoing training and coaching.

Skills

Quality assurance

Learning and development

Coaching

Performance improvement

Instructional design

Contact centre systems

Education

Relevant tertiary qualification (Education, Learning & Development, Business Administration)

Tools

CRM

LMS

SIS

Job description

Introduction

A dynamic private Higher Education Institution is seeking a QA Learning & Development Specialist based in their Cape Town Head office. The purpose of the role is to provide a Quality Assurance and Learning & Development function to the Student Advisors and Students Services Officer to ensure the consistent delivery of high-quality, compliant, and student-centered support in the contact center (call centre) environment.

This is achieved through rigorous quality assurance practices, performance monitoring, and the instructional design, development and delivery of impactful onboarding and continuous learning programmes.

The role drives excellence in non-academic student support including onboarding, registration, payment queries, system navigation, and general student lifecycle support by equipping agents with the knowledge, tools, and capabilities needed to consistently meet service standards.

Duties & Responsibilities

• Agent and Student Support
• Quality assurance
• Learning and development (ongoing training and coaching)
• Reporting and compliance (Ensuring processes and standard are adhered to)

Desired Experience & Qualification

A relevant tertiary qualification (e.g., Education, Learning & Development, Business Administration, or related field).

• Minimum 3–5 years of experience in a contact centre environment, with at least 2 years in a Quality Assurance or Learning & Development field.
• Experience in a higher education or student support setting is highly advantageous.
• Demonstrated ability to design and implement Quality Assurance, instructional design and training systems.
• Experience applying instructional design principles to create engaging, learning-centered training solutions in contact centre or higher education environments.
• Proven capability in facilitating performance improvement through coaching and structured learning.
• Strong knowledge of contact centre systems and tools (e.g., CRM, LMS, SIS).