Training and Quality Analyst I

Job Description:

A Training and Quality Analyst II is typically responsible for ensuring the quality and effectiveness of training programs within an organization. Additionally, the analyst plays a crucial role in enhancing overall operational efficiency within the Global Fulfillment Business Unit.

Job Accountabilities:

Training Development and Support

• Training Materials: Creating and updating training materials, including manuals, presentations, and assessments.
• Training Coordination: Assisting in the coordination and logistics of training programs.
• Training Support: Providing support to trainers and participants during training sessions.
• Reporting and Analytics: Spot and analyze trends and update training materials as necessary to make it more robust and relevant.

Quality Assurance

• Training Evaluation: Developing and administering training evaluations to measure effectiveness.
• Data Analysis: Analyzing quality and training data to identify trends and areas for improvement.
• Audits and Reviews: Conducting regular audits and reviews of training programs to identify areas for improvement.
• Quality Metrics: Establishing and monitoring QA KPIs  to measure training and quality effectiveness.
• Reporting: create and maintain reports for stakeholders relevant to Quality and Training.

Knowledge Management

• Knowledge Base: Contributing to the development and maintenance of a knowledge base or learning management system.
• Knowledge Transfer: Facilitating knowledge transfer and sharing within the organization.
• Knowledge Acquisition: foster a good partnership with SMEs and other business stakeholders to ensure consistent knowledge acquisition from experts

Process Improvement

• Training Process: Identifying and implementing process improvements.
• Compliance: Ensuring compliance with relevant training regulations and standards.

Stakeholder Management

• Communication: Communicating effectively with stakeholders, including trainers, participants, and management.
• Collaboration: Collaborating with other departments to ensure training and quality aligns with organizational goals.

Qualifications:

• Bachelor’s degree required
• At least 3 years of experience in a Quality Analyst/Customer Experience role or equivalent in customer support.
• High proficiency in English with strong written and communication skills.
• Advanced analytical skills for root-cause analysis.
• Exceptional attention to detail for identifying trends and discrepancies.
• Flexibility and adaptability to changing workloads and directions.
• Strong interpersonal skills for developing people and building relationships.
• Strong presentation and training skills.
• Ability to prioritize and learn quickly in a production environment.
• Knowledge of Agility, Automation Fundamentals, and Agile Lean Six Sigma. (required).

Why join us?

• Competitive salary with annual increase and incentive
• Career Development Programs
• 24 Paid Time-offs annually, 30 Paid Time-offs in the 5th year
• Comprehensive HMO for you and up to 4 Dependents
• Day 1 Life and Accident Insurance
• Flexible Retirement Plan
• Hybrid Work Set up. IT equipment will be provided.

For your convenience, our entire recruitment process is done virtually.

Please refer to job description.