- Develops a manual to document the Quality Assurance (QA) policy for all company transactions.
- Monitors all internal transactions within the company and ensures their compliance with QA policies.
- Prepares periodic reports on performance and quality, sharing them with department managers as needed.
- Prepares reports requested by department managers to support decision-making for quality assurance and company improvement.
- Provides regular updates on trainers' performance and their alignment with customer expectations through direct communication or surveys.
- Analyzes student feedback on trainer effectiveness and areas for improvement.
- Audits calls and written messages of departments interacting with trainees, such as Sales, Technical Support, and Exams.
- Audits transactions through the company’s digital system (Odoo).
- Tracks potential customers, their progress in the sales funnel, and the effectiveness of department performance, especially in cases where enrollments are not completed.
- Selects random trainee samples to gather suggestions and areas for improvement in the offered courses.
- Manages and monitors the designated WhatsApp number and email for complaints and suggestions. If unavailable, ensures their creation and allocation.
- Reviews and audits random lecture samples, providing reports on lecture compliance and trainer adherence to QA policies.
- Analyzes trends in satisfaction rates and provides actionable recommendations for improvement.
- Contributes to enhancing course design based on evaluations and customer feedback.
- Suggests action plans to improve the trainee experience quality.
- Trains employees and trainers on QA standards and their implementation mechanisms.
- Promotes a culture of quality across all teams through appropriate methods and channels.
Proven work experience as a Quality Assurance Specialist or in a similar role.Working knowledge of quality assurance tools, methods, and concepts.Solid understanding of relevant regulatory standards.Strong communication skills, both verbal and written.Excellent data collection and analysis skills, with the ability to identify errors or anomalies accurately and efficiently.Exceptional attention to detail.Relevant training and/or certifications in Quality Assurance.Minimum of 2 years of experience in quality assurance and monitoring, preferably in the education or training sector.Outstanding ability to prepare presentations and communicate effectively with various management levels.