Training and QA Manager

5 hours ago


Durban, South Africa iKhokha Full time

We are hunting for a diligent and enthusiastic Training and QA Manager to join our iK Tribe. The position will be based in Umhlanga and report to the Head of Retentions.

A key focus of this role will be to ensure the team’s ongoing success and ultimately increase customer satisfaction across our merchant base. If you are a stickler for outstanding customer service and know how to close the gaps on training needs, then we are keen to chat to you.

**So, what will you do?**
First and foremost, you will be responsible to manage the productivity and delivery of the QA team.

You will conduct and assess training and development.

You will ensure our iKhokha employees acquire the skills and develop the competencies required to meet our organizational objectives.

**Deal Breakers**:

- Matric and further education and training certificate: Minimum NQF Level 5.
- Registration as Assessor at SETA.
- 3+ years’ experience in specific industry.
- Experience of the full training life cycle - Designing Training Materials, Delivery and Evaluation of Training.
- Highly proactive and innovative with strong communication & presentation skills.
- MS Office and Excel.
- Learner Management Systems.
- PowerPoint (Presentation).
- Ability to demonstrate clear understanding of Learning Concept & Learning Principles.
- Particular emphasis on Needs Analysis and Design of Training Materials would be a distinct advantage.
- Previous Training management experience would be an advantage but not essential.
- Excellent communication skills both written and verbal (including presentation skills).
- Fluent in English - written and spoken.

**What would you be responsible for?**

Manage the daily responsibilities of the growing QA team.

Help create QA scorecards and Phonetics guideline for agents to adhere to based on their role in the business.

Provide Daily, Weekly and Monthly reporting to Agents, TL’s, Head of Retentions, and other applicable Departmental Line Managers.

Evaluate current training materials and methods used.

Development of interactive, practical, and innovative training procedures that meet iKhokha standards and are in line with current best practice training methodologies.

Create, maintain, and support a range of training resources to allow all staff to self-develop.

Work closely with the team to ensure that training materials for new product launches or processes are developed to the highest possible standards and utilise appropriate methodologies.

Ensure effective evaluation mechanisms are designed to assess training intervention success.

Liaise with Client representatives on Training needs and project manage the development and roll out of training initiatives.

Achieve facilitation, assessment, and other targets.

Attend stakeholder meetings.

Maintain required training records.

Prepare for and facilitate learning, conduct assessments, post course evaluations, and write reports.


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