Training & Quality Officer

Summary

Reporting to the Training & Quality Manager, the successful candidate will identify, design, coordinate, conduct and review training for frontline Customer Service Representatives and Supervisors.

Responsibilities

• Training:

  • • Develop training programmes for the Agent Network, Customer Service Representatives, and the Management Team, to include all GKMS products and Services.
  • • Conduct and formulate Trainee needs assessment for network employees.
  • • Schedule training sessions and communicate details with participants.
  • • Follow up with Trainees to confirm attendance and arrange accommodation/transportation as necessary.
  • • Prepare instructional material, training aids and facilities to ensure the effective delivery of and assessment of training.
  • • Ensure training evaluation forms are completed by Trainees to provide feedback on the effectiveness of the programme, which will be used to guide the development of future programmes.
  • • Provide relevant feedback on Trainees’ performance to Agent Owners within the agreed timelines.
  • • Conduct on-site/offsite re-training and certification of CSRs/Supervisors as required by regulators/WU Intl.
  • • Liaise with Operations to request and approve individual Operator codes to be assigned to certified CSRs Conducts follow-up and provide hand holding support with operators at the new locations to assess the transfer of learning to the frontline.
  • • Coordinate incentive programmes to enhance the quality delivery within the network.
  • • Provide training support to overseas based locations.

• Quality:

  • • Conduct periodic assessments of agent locations to evaluate - the level of conformance with standard operating procedures. -service and service delivery standards - Document findings and secure sign off from Agent representative after discussions and clarifications.
  • • Refer or escalate findings to relevant departments, personnel for necessary action.
  • • Recommend appropriate strategies to address variances and breaches identified as a result of the assessments carried out.
  • • Implement corrective measures based on the scope of responsibility within the Training and Quality function.
  • • Conduct follow-up to evaluate effectiveness of corrective measures implemented as necessary.

Required Skills

• • The ability to work as part of cross functional teams and within specified timelines.
• • Excellent communication, facilitation, team-building and interpersonal skills.
• • A High level of customer orientation and confidentiality.
• • Proficiency in Microsoft Office Suite.
• • Ability to travel locally i.e., own/operate a reliable motor vehicle.

Qualifications

• • Bachelor’s Degree in Management Studies plus Training for Trainers’ certification or equivalent qualifications.
• • A minimum of three (3) years of relevant working experience.

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