The Training & Quality Manager is responsible for designing, implementing, and managing training programs and quality assurance processes to ensure that all JustJob associates are thoroughly prepared and consistently delivering high-quality service. This role includes preparing training modules, conducting induction programs, certifying new joiners, auditing calls, and providing feedback. The Training & Quality Manager will also perform monthly Training Needs Analysis (TNA) and Training Needs Identification (TNI) to enhance process effectiveness and productivity. Additionally, the role involves preparing reports and dashboards to track training outcomes and quality metrics.
Key Responsibilities:
1. Training Module Development:
- Design and develop comprehensive training modules for JustJob products and processes.
- Regularly update training materials to reflect any changes in products or procedures.
2. Induction Training Program:
- Conduct induction training programs for all new joiners, ensuring they are well-versed in JustJob’s products and processes.
- Facilitate smooth onboarding and integration of new associates into the team.
3. Certification of New Joiners:
- Certify all new joiners on their knowledge and understanding of JustJob’s products and processes.
- Develop assessment tools to measure and certify the competency of new recruits.
4. Call Auditing & Feedback:
- Perform regular audits of calls handled by associates to ensure adherence to quality standards.
- Provide constructive feedback to associates based on call audits, focusing on areas of improvement.
5. Monthly TNA & TNI:
- Conduct monthly Training Needs Analysis (TNA) and Training Needs Identification (TNI) to identify gaps in knowledge or skills.
- Develop targeted training programs to address identified gaps and enhance overall process efficiency and productivity.
6. Report & Dashboard Preparation:
- Prepare and maintain detailed reports and dashboards to track the effectiveness of training programs and quality assurance activities.
- Present insights and recommendations based on data analysis to improve training and quality processes.