Learning & Development and Quality Assurance Specialist (Polish Speaker)

Tasks

• Design and Deliver Training Programs: Create and maintain training content tailored for global business services teams, using various formats like presentations, group discussions, simulations, and e-learning modules.
• Training Needs Analysis (TNA): Collaborate with stakeholders and team leads to identify learning gaps through assessments and performance trends, and adjust training programs accordingly.
• Track Training Progress: Act as the go-to person for internal stakeholders on training progress, attendance, test results, retraining needs, and development plans.
• Quality Audits & Standards: Conduct daily case audits based on quality benchmarks to ensure accuracy, consistency, and compliance with internal standards.
• Close Knowledge Gaps: Work closely with L&D, QA, and Content teams to identify and close knowledge gaps through coaching, feedback loops, and calibration sessions.
• Drive Continuous Improvement: Analyze quality and performance reports to identify trends, propose solutions, and collaborate with teams like Operations Excellence (OpEx) to implement improvements.
• Support QA Initiatives: Assist the QA Manager in special projects to enhance service quality and accuracy. This may include creating best practice guides, infographics, or quality briefs for the global team.

Requirements

Offers

Workplace