Quality Assurance and Training Officer

Job Description

• Map out annual training plans for Customer Engagement Officers
• Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)
• Coordinate with HR Learning & Development to market available training to employees and provide necessary information about sessions
• Collaborate with HR Learning & Development to design and develop training programs (outsourced and/or in-house)
• Conduct group-wide training needs assessment and identify skills or knowledge gaps that need to be addressed
• Design and prepare educational aids and materials
• Assess instructional effectiveness and determine the impact of training on employee skills and KPIs
• Gather feedback from trainers and trainees after each educational session
• Partner with internal stakeholders and liaise with experts regarding instructional design
• Maintain updated curriculum database and training records
• Host train-the-trainer sessions for internal subject matter experts
• Manage and maintain in-house training facilities and equipment
• Research and recommend new training methods, like gamification

Qualifications

• College Degree
• Good communication skills
• Good analytical/problem solving skills
• Good customer relations
• Computer literate