Head - Training & Quality

As the Head of Training & Quality, you will be responsible for designing, implementing, and overseeing comprehensive training programs and quality assurance initiatives to ensure excellence in service delivery and performance. Your leadership, strategic thinking, and expertise will drive employee development, enhance operational efficiency, and uphold the highest standards of quality across our organization.

Responsibilities:

1. Training Strategy and Development:
   • Develop a strategic training framework aligned with organizational goals, focusing on enhancing employee skills, knowledge, and performance.
   • Design and curate training materials, modules, and curricula to cater to diverse roles and departments.
2. Training Delivery and Facilitation:
   • Lead training sessions, workshops, and presentations to convey key concepts, best practices, and company policies.
   • Utilize a variety of instructional techniques to engage participants and promote active learning.
3. Employee Development:
   • Assess training needs across the organization and collaborate with department heads to tailor training programs to specific roles and skill gaps.
   • Implement professional development plans to nurture talent, foster career growth, and support succession planning.
4. Quality Assurance Framework:
   • Develop and implement a robust quality assurance framework to ensure consistent service delivery, adherence to standards, and continuous improvement.
   • Design evaluation methods, metrics, and monitoring systems to assess performance and identify areas for enhancement.
5. Performance Analysis and Feedback:
   • Analyze training effectiveness and employee performance data, providing constructive feedback and recommendations for improvement.
   • Conduct regular performance assessments to evaluate the impact of training initiatives and measure employee proficiency.
6. Process Optimization:
   • Collaborate with operational teams to identify process inefficiencies, customer pain points, and areas requiring skill enhancement.
   • Implement process improvement initiatives to streamline workflows, reduce errors, and enhance service quality.
7. Stakeholder Engagement:
   • Collaborate closely with department heads, senior management, and cross-functional teams to align training and quality initiatives with business objectives.
   • Foster a culture of quality awareness and continuous improvement across the organization.
8. Team Leadership:
   • Manage a team of trainers, quality analysts, and coordinators, providing mentorship, guidance, and professional development opportunities.
   • Create a positive and collaborative work environment that promotes growth and innovation.
9. Reporting and Documentation:
   • Prepare and present comprehensive reports on training effectiveness, quality metrics, and performance trends to senior leadership.
   • Maintain accurate records of training sessions, assessments, and quality evaluation results.

Qualifications:

• Bachelors degree in Training & Development, Human Resources, Business, or a related field (Masters degree preferred).
• Proven experience in training, quality assurance, or a similar role, with leadership responsibilities.
• Strong instructional design skills and experience in developing engaging training content.
• In-depth knowledge of quality assurance methodologies, process improvement, and performance metrics.
• Exceptional communication, presentation, and interpersonal skills.
• Analytical mindset with the ability to analyze data, identify trends, and implement data-driven solutions.
• Proficiency in training software, learning management systems (LMS), and quality management tools.
• Strong leadership and team management capabilities, with the ability to inspire and motivate teams.
• Continuous learning mindset and ability to stay updated on industry best practices and trends.