We are looking for a Training & Quality Specialist to join our Service Delivery team and work directly under the Head of Service Delivery.
This is a hands-on role designed for someone who enjoys training people, reviewing work, identifying errors, coaching team members, and improving processes.
The successful candidate will support the development and quality of our Data Entry / Verification Executives (VEs) by providing new joiner training, on-the-job coaching, quality checks, call and email monitoring, case audits, refresher training, and process updates....
Job Purpose
To support and implement talent management and employee development initiatives that build employee capabilities
strengthen the talent pipeline
improve employee engagement
and support the organization’s current and future business needs.
Key Responsibilities
Develop and coordinate training and development programs based on organizational and employee needs.
Conduct training needs analysis (TNA) and identify competency and skills gaps.
Coordinate internal and external training programs
including scheduling
logistics
attendance
and evaluation.
Support the implementation of talent management and succession planning initiatives.
Identify and develop high-potential employees and support career development programs.
Manage and monitor individual development plans (IDPs).
Support the performance management process
including goal setting
performance reviews
and development discussions.
Develop and maintain competency frameworks
career paths
and job profiles.
Track training effectiveness and prepare reports on training participation
costs
and outcomes.
Maintain accurate employee training and development records.
Work with managers to identify development opportunities
coaching needs
and learning interventions.
Support employee engagement and organizational development initiatives.
Research new learning methods
tools
and best practices to improve employee development.
Ensure training activities comply with company policies and relevant regulatory requirements.
Manage the Learning Management System (LMS) or other HR development platforms
where applicable.
Key Performance Indicators (KPIs)
Training completion and participation rates
Training effectiveness and employee feedback scores
Achievement of annual training plans
Training cost versus budget
Internal promotion and talent mobility rates
Succession plan readiness
Development plan completion rates
Employee competency improvement
Employee engagement related to learning and development
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