Training & Quality Specialist

We are looking for an experienced and dynamic Training & Quality Specialist with a strong background in Learning & Development (L&D) and Quality Assurance.

The role will focus on developing employee capabilities, maintaining service and process quality, identifying performance gaps, and driving continuous improvement across operational and customer-facing teams.

• Deliver new-hire onboarding, classroom, virtual, refresher, and hands-on operational training.
• Develop and maintain training presentations, manuals, SOPs, process guides, assessments, e-learning content, and other learning materials.
• Identify training needs and knowledge gaps.
• Translate policies, procedures, regulatory requirements, and system updates into clear and practical training content.
• Conduct employee assessments, coaching sessions, and post-training evaluations.
• Conduct regular quality audits and performance reviews to ensure compliance with established processes, policies, and service standards.
• Identify recurring errors, quality gaps, and performance trends and conduct root-cause analysis.
• Recommend and monitor corrective and preventive actions based on quality findings.
• Use quality findings and operational performance data to develop targeted training and coaching interventions.
• Track and report training effectiveness, quality scores, assessment results, error trends, and improvement actions.
• Coordinate with subject-matter experts to ensure training materials and processes remain accurate and updated.
• Support the rollout of new services, processes, policies, systems, and regulatory updates.
• Continuously improve training and quality programs based on operational requirements, performance trends, and feedback.

• 3–5 years of experience in Training, Learning & Development, Quality Assurance, or a similar role.