Training Quality Effectiveness (TQE) Training Supervisor

The Training Quality Effectiveness (TQE) Training Supervisor is responsible for designing, delivering, and managing training programs and quality assurance processes to ensure consistent, high-quality performance across the team. This role monitors performance metrics, coaches staff, enforces standards and procedures, and continuously improves training materials and QA methodologies to meet business objectives and regulatory requirements.

Key Responsibilities:

Training:

1. Assess trainee competency through tests, role-plays, and observation; certify readiness for live duties.

2. Create individualized development plans and conduct regular coaching sessions.

3. Coordinate with subject-matter experts (ISKS team) to update content for product, process, or policy changes.

4. Track training completion, effectiveness, and time-to-proficiency metrics.

Quality Assurance:

1. Develop and maintain QA standards, checklists, and evaluation forms aligned with company policies and regulatory requirements.

2. Perform regular quality audits (call/chat/email/process reviews) and score against established standards and KPI's

3. Identify performance trends and root causes; produce actionable feedback and corrective action plans.

4. Collaborate with operations and training teams to close performance gaps and reduce defects or rework.

5. Maintain QA dashboards and produce periodic reports for leadership, highlighting trends and improvement opportunities.

Coaching & Performance Management:

1. Provide on-the-floor coaching, real-time feedback, and performance improvement plans for staff.

2. Recognize and reinforce high performers; run quality-focused incentives or skill-building initiatives.

Process Improvement & Compliance:

1. Recommend and drive improvements to processes, tools, and workflows that increase quality and efficiency.

2. Ensure team adherence to compliance, data protection, and regulatory standards relevant to the role.

3. Participate in change-management activities when new systems or processes are deployed.

Administration & Stakeholder Management:

1. Maintain accurate records of training, QA activities, and corrective actions.

2. Communicate QA findings and training outcomes to stakeholders, including leadership and cross-functional partners.

3. Manage scheduling for training sessions and QA reviews to minimize operational disruption.

Education:

• Bachelor's degree in Business Administration, Education, Communications, or related field preferred. Equivalent experience may be accepted.

Experience:

• 3-5 years of experience in training, quality assurance, or operations in a customer-facing environment ( customer service, technical support, sales support), with at least 1-2 years in a supervisory or lead role.

Technical Skills:

• Familiarity with QA tools and methodologies (e.g., scorecards, calibration sessions).
• Experience creating training materials and using LMS/eLearning platforms.
• Proficient with MS Office (Excel, PowerPoint) and basic data analysis/reporting.

Soft Skills:

• Strong coaching, presentation, and facilitation skills.
• Excellent communication (written and verbal) and interpersonal abilities.

Analytical Skills:

• Mindset with attention to detail and problem-solving capability.
• Ability to manage multiple priorities and work with cross-functional teams.
• Certifications (optional but desirable): Training/Instructional Design or Quality/Process (e.g., Six Sigma, Lean).

Other Requirements:

• Flexibility to work shifts or adjust hours based on operational needs.
• High degree of confidentiality and professional integrity.