Quality Assurance Coordinator & Trainer

Job Title: Quality Assurance Coordinator & Trainer (Telecoms)

Job Purpose

The Quality Assurance Coordinator & Trainer will execute and control the audit process, to verify that the activities and results related to quality are complying with the objectives and procedures of the Quality Management System previously established by the company. Deliver functional operations training and acclimatize new hires in the Customer Social Digital Care Group/touchpoints to the business and provide product and technical skill update as at when due.

Summary of Key Responsibilities;

• Create daily activity reports, reporting possible unresolved requests, anomalies and nonconformities.
• Development of training documentation for departments
• Sign off all Operations Manual – Create operational training documents for departments that currently do not have
• Identify events with an impact on the service and propose improvement measures, such as analysis of call typologies, main typologies of technical and non-technical complaints, and identification of variation patterns and respective action plans with a view to improve efficiency and effectiveness in response to Client.
• Design and implement a training feedback process to measure validity of training done
• Review and update all operational and technical training manual for all business units based on new products and processes
• Periodically evaluate ongoing programs to ensure that they reflect any changes
• Evaluate and assess trainings conducted
• Evaluate the existence and adequacy of documentation supporting the Quality Systems (written procedures and instructions, quality manual, job description and responsibilities, etc.)
• Ensure full uptake and utilization of the e-Learning platform on available training offerings.
• Support learners to embrace different ways of learning and leverage technology
• Utilization of virtual classroom tool
• Read and interpret technical documentation for the preparation of the audit: Quality manual, previous audit reports, inspection reports, description of personnel functions and documents that allow the knowledge of the audit area.
• Fulfil the objectives, the processes/procedures and the type of audit that allow to prove the adequacy of the system and/or to highlight its deficiencies.
• Draw up a final report on the audit process carried out which is subsequently submitted to the management or to the client for consideration.
• Periodically Conduct training needs analysis
• Design, compile and update training material
• Compile and manage training administration and schedule

Required Skills and Competencies

• Organized, objective and methodical
• Drive ad Energy
• Results Orientated
• Quality and detail-oriented
• Analytical Ability for Diagnosis and Problem Solving
• Excellence in good Customer Service Practices
• Customer Care Knowledge
• Strategic and Critical Thinker
• Self-Starter
• Teamwork and Collaboration Skills
• L & D Skills
• Technologically Sound on E-Learning
• Change Management
• Excellent Engagement Skills
• Good Planning Skills
• Approachable
• Leadership Skills
• Good Decision Making and Analysis Skills