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Learning and Quality Assurance Executive


  • Dublin South
  • Not disclosed
  • Permanent full-time
  • Updated 13/03/2013
  • HR
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This newly created position will be part of the Human Resources team, reporting to the L&D Manager supporting training and quality needs within the organisation.


This newly created position will be part of the Human Resources team, reporting to the L&D Manager

Main Duties and Responsibilities:


• Support new hire on-boarding process
• Identify training needs and design tailored learning initiatives in line with business needs
• Support the delivery of internal training courses
• Identify, evaluate and select external training resources as needed
• Ensure methods are used to ensure training is transferred to the job (for example – pre and post course conversations with managers and employees)
• Maintain all staff training records through LMS system
• Prepare end of month reports for all L&D initiatives
• Collate and report all feedback and suggestions from trainees for continuous improvement
• Support the measurement and evaluation of ROI on all L&D initiatives
• Administration support
• Any other duties/tasks required by management

Quality Assurance:

• Undertake call quality monitoring-  provide feedback, coaching and recognition to agents to develop, improve and maintain call quality and sales skills
• Identify procedural, knowledge and skills gaps and launch quality improvement initiatives
• Continually review and suggest improvement to the quality scoring
• Ensure alignment of quality scoring across teams and with key KPI’s
• Record and report on each agent’s quality and efficiency in accordance with procedures and report on trends/calibration of findings

Job Requirements:

• Bachelors degree in relevant field of study
• Train the trainer qualification
• Experience in training administration, design and delivery is essential
• Proven experience in a QA Call Centre role desirable
• Coaching experience is desirable
• Experience in sales coaching is desirable

The ideal candidate:

• Excellent communication and facilitation skills
• Passionate about learning and development
• Excellent organisation skills and attention to detail
• Positive disposition
• Results driven with an ability to motivate others
• Demonstrated ability to influence a senior audience and drive positive customer change
• Customer orientated
• High energy, enthusiastic and focused

Closing date for applications will be Friday 1st March 2013.

Ref: LQE
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