Responsibilities

Quality Assurance:

• Design and implement quality monitoring frameworks for operations, service, and customer experience
• Conduct regular audits and quality checks to ensure compliance with SOPs
• Analyze feedback and quality scores to identify improvement areas
• Collaborate with department heads to resolve process gaps and service issues
• Create and maintain quality reports, dashboards, and feedback loops

Training & Development:

• Develop onboarding and refresher training modules for new and existing employees
• Conduct soft skills, customer service, and technical/product training sessions
• Identify training needs through assessments, feedback, and performance data
• Evaluate training effectiveness through post-training assessments and audits
• Maintain training calendars, records, and progress reports

 

Requirement 

• Strong communication and facilitation skills
• Analytical thinking with a detail-oriented mindset
• Ability to lead training sessions, audits, and process improvements
• Proficient in Excel, PowerPoint, and learning management systems (LMS)
• High level of organizational and documentation skills

Qualifications and Education Requirements

• Bachelor’s degree in Business, HR, Education, or related field
• Certification in Quality Management (e.g., Six Sigma, ISO) and/or Training (e.g., Train the Trainer) is preferred

Experience

3–5 years of experience in quality management, training, or operations in a corporate or service-based environment.