QA Learning and Development Specialist/Lead

The purpose of the Quality Assurance and Learning & Development (QA & L&D) Lead role is to ensure the consistent delivery of high-quality, compliant, and student-centered support in the contact center environment. This is achieved through rigorous quality assurance practices, performance monitoring, and the instructional design, development and delivery of impactful onboarding and continuous learning programmes. The role drives excellence in non-academic student support including onboarding, registration, payment queries, system navigation, and general student lifecycle support by equipping agents with the knowledge, tools, and capabilities needed to consistently meet service standards. Key Responsibilities Conduct regular evaluations of call, chat, email, and WhatsApp interactions to assess student experience, service tone, and professionalism. Identify common pain points or student frustrations from evaluated interactions to inform coaching and training. Quality Assurance Develop and implement Quality Assurance frameworks and evaluation criteria aligned to institutional service standards and compliance protocols. Assess agent interactions (across all channels) to evaluate quality, adherence to SOPs, and compliance with POPIA. Provide timely, constructive feedback to supervisors and agents based on Quality Assurance insights. Maintain Quality Assurance dashboards and documentation to monitor trends and track individual/team quality performance. Partner with supervisors and managers to address underperformance and ensure consistent quality delivery. Learning and Development Apply instructional design methodologies to design and deliver onboarding programmes to ensure new hires are equipped to support students using core systems (SIS, LMS) and aligned to service expectations. Create and update training materials, quick reference guides, job aids, and microlearning content specific to the Student Engagement Hub ensuring alignment with best practices in instructional design. Facilitate regular refresher training and targeted upskilling based on Quality Assurance results, new processes, or system changes. Collaborate with internal departments (e.g., IT, Academic, Exams) to ensure training content is accurate and operationally relevant. Evaluate training impact through post-training assessments, knowledge checks, and performance outcomes. Manage the SEH Academy, ensuring structured and ongoing learning journeys for staff. Reporting and Compliance Maintain detailed records of training attendance, Quality Assurance results, coaching sessions, and compliance tracking. Use Quality Assurance and Learning & Development data to inform and support performance improvement plans. Ensure all training and Quality Assurance practices are fully compliant with POPIA, institutional policies, and internal risk protocols. Deliver soft skills training, coaching sessions, knowledge assessments, and competency-based evaluations (including for recruitment and selection). Education & Experience Requirements A relevant tertiary qualification (e.g., Education, Learning & Development, Business Administration, or related field). Minimum 3–5 years of experience in a contact centre environment, with at least 2 years in a Quality Assurance or Learning & Development field. Experience in a higher education or student support setting is highly advantageous. Demonstrated ability to design and implement Quality Assurance, instructional design and training systems. Experience applying instructional design principles to create engaging, learning-centered training solutions in contact centre or higher education environments. Proven capability in facilitating performance improvement through coaching and structured learning. Strong knowledge of contact centre systems and tools (e.g., CRM, LMS, SIS). Competencies Facilitation & Coaching: Delivers engaging training and development sessions and supports learning retention through coaching. Quality Assurance & Documentation: Designs and maintains QA processes with precision and structure. Learning & Instructional Design: Applies adult learning principles and instructional design frameworks to create impactful learning content. Communication: Communicates clearly and empathetically across diverse teams and stakeholders. Data-Driven Insight: Interprets QA and performance data to drive targeted improvement. Service Mindset: Demonstrates empathy and a strong commitment to improving student experience. Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements. #J-18808-Ljbffr