Learning and Development Officer

• Conducts transaction and process audits to evaluate compliance with internal and client standards, identifying potential risks and performance gaps
• Generates and maintains quality reports, ensuring data accuracy and visibility for process improvements
• Performs data scrubbing, root cause analysis, and process reviews to identify opportunities for increasing efficiency and effectiveness
• Participates in calibration sessions with internal and external stakeholders to standardize evaluation criteria and align quality expectations
• Collaborates with Operations and Training teams to translate QA insights into actionable learning initiatives
• Designs, prepares, and delivers training programs, including new hire onboarding, cross-training, refresher, and recursive training sessions
• Develops lesson plans, training materials, and learning resources aligned with business and client requirements
• Evaluates learning outcomes and performance mastery, providing feedback and coaching to ensure job readiness
• Maintains an engaging and compliant learning environment, ensuring adherence to policies and attendance standards
• Completes all required training reports, performance documentation, and sign-off evaluations for trainee transition to production
• Partners with QA and Operations to identify performance gaps and recommend targeted learning interventions that drive KPI improvement
• Remains current on instructional methodologies, e-learning tools, and industry best practices
• Analyzes QA results to inform L&D strategies and updates training content accordingly
• Recommends process or curriculum enhancements based on data-driven insights and audit findings
• Supports enterprise performance improvement through aligned QA-L&D collaboration aimed at improving throughput, quality, and overall customer experience
• Performs other duties as assigned to support departmental and organizational goals

• Minimum 2 years of combined experience in Quality Assurance, Learning & Development, or Customer Service
• Working knowledge of Quality Control tools and Learning Management Systems (LMS)
• Proficiency in MS Office Suite (Word, Excel, PowerPoint)
• knowledge of Minitab, SPSS, Captivate, or other e-learning/statistical tools is an advantage
• Strong analytical, problem-solving, and decision-making skills
• Excellent oral, written, and presentation communication skills
• Demonstrated ability to work independently with minimal supervision and manage multiple priorities
• Adaptive to shifting schedules and changing business needs

Preferred: QA or L&D-related certifications such as TQM, Six Sigma, COPC, or Curriculum Design