Training and Quality Assurance Lead

Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Bachelors degree

Last Active

December 30th, 2024 (7 days ago)

Member Since

July 12th, 2017

Profile Description

As the Training and Quality Lead at Nexford University from June 2022 to May 2024, I spearheaded various initiatives aimed at enhancing quality assurance and training within the Sales and Marketing teams. My responsibilities included:Quality Assurance Leadership: Overseeing the Quality Assurance Team to evaluate Sales and Marketing team performance, establishing and implementing quality assurance processes, and conducting regular evaluations to ensure compliance and performance standards were met.Training Facilitation: Designing, developing, and delivering training sessions for Sales and Marketing teams, creating training materials, and collaborating with stakeholders to identify and address training needs.Process Integrity: Ensuring document, process, and evaluation integrity through regular audits, collaborating with relevant teams to enhance documentation, and implementing corrective Upgrade to see actual infolibration Session Facilitation: Conducting calibration sessions to align evaluators and ensure consistency in evaluations, leading discussions on evaluation criteria and best practices, and implementing process adjustments based on insights gained.Continuous Improvement: Instilling a continuous improvement mindset within the Quality Assurance Team, analyzing data and feedback to identify trends and areas for enhancement, and developing strategies to address performance gaps and elevate overall quality.Prior to my role at Nexford University, I served as a Quality Assurance Analyst at Sykes Inc. Asia | Sitel Group, where I focused on proactive QA controls to reduce business risk, transaction monitoring, providing feedback to agents, reporting and analysis, and supporting quality improvement initiatives.Additionally, my experience as an Interim Team Leader at Telstra Digital Support – Teletech Philippines involved supporting the team, managing escalated cases, communicating with customers regarding disputes, preparing reports, and guiding teaUpgrade to see actual infombers to project completion through effective task delegation and timeline management.