The Training and Development Coordinator is responsible for overseeing technical and process training while fostering a culture of continuous improvement and high performance. This role provides mentorship and development opportunities for customer service representatives, ensuring they excel in their roles. The coordinator collaborates with leadership and staff to align departmental operations with organisational objectives, contributing to measurable success in training and quality assurance functions.
Development of Team Members & Quality Assurance
Train, coach, and develop team members while promoting collaboration, maintaining QA standards, conducting audits and assessments, improving processes, and managing escalations to ensure quality, compliance, and continuous improvement.
Contribution to Team KPIs
Drive team performance by meeting productivity, quality, customer service, and service-level targets. Handle inquiries and requests within established timelines, support timely claim resolution, and provide operational leadership, including escalation support and backup coverage for the Team Leader.
Knowledge, Skills, and Abilities/Attitudes (KSA)
Knowledge:
- Comprehensive understanding of training methodologies, instructional design, and adult learning principles.
- Expertise in quality assurance frameworks and performance metrics.
- Familiarity with compliance standards and organisational workflows.
Skills:
- Exceptional communication and presentation skills, with the ability to engage diverse audiences.
- Advanced organisational and project management skills, ensuring deadlines and objectives are met.
- Proficiency in analysing data and generating actionable insights.
- Technical proficiency in training tools, QA platforms, and performance tracking systems.
Abilities/Attitudes:
- Strategic mindset to align training and QA goals with broader business objectives.
- Strong mentoring and leadership capabilities to inspire high performance.
- Proactive problem-solving and adaptability to changing priorities.
- Commitment to fostering an inclusive, collaborative, and supportive work environment.
Requirements and Qualifications
- Bachelor degree in related field
- Minimum of 3 years of experience in training or quality assurance roles, with at least 2 years in leadership or supervisory capacity.
- Proven track record of implementing successful training programs and quality assurance initiatives.
- Advanced use of MS Office Suite and data visualisation tools.
- Demonstrated ability to handle sensitive information with discretion and integrity.
- Strong interpersonal skills, with the ability to build trust and rapport across teams.