About the job

We are looking for an experienced and dynamic Training & Quality Specialist with a strong background in Learning & Development (L&D) and Quality Assurance. The role will focus on developing employee capabilities, maintaining service and process quality, identifying performance gaps, and driving continuous improvement across operational and customer-facing teams.

• Key ResponsibilitiesDeliver new-hire onboarding, classroom, virtual, refresher, and hands-on operational training.
• Develop and maintain training presentations, manuals, SOPs, process guides, assessments, e-learning content, and other learning materials.
• Identify training needs and knowledge gaps.
• Translate policies, procedures, regulatory requirements, and system updates into clear and practical training content.
• Conduct employee assessments, coaching sessions, and post-training evaluations.
• Conduct regular quality audits and performance reviews to ensure compliance with established processes, policies, and service standards.
• Identify recurring errors, quality gaps, and performance trends and conduct root-cause analysis.
• Recommend and monitor corrective and preventive actions based on quality findings.
• Use quality findings and operational performance data to develop targeted training and coaching interventions.
• Track and report training effectiveness, quality scores, assessment results, error trends, and improvement actions.
• Coordinate with subject-matter experts to ensure training materials and processes remain accurate and updated.
• Support the rollout of new services, processes, policies, systems, and regulatory updates.
• Continuously improve training and quality programs based on operational requirements, performance trends, and feedback.

• Qualifications & Requirements3–5 years of experience in Training, Learning & Development, Quality Assurance, or a similar role.
• Proven experience in training delivery, content development, quality monitoring, auditing, and employee coaching.
• Strong presentation, facilitation, communication, analytical, and stakeholder-management skills.
• Strong proficiency in PowerPoint, Word, and Excel.
• Ability to independently create professional training materials, presentations, SOPs, process guides, assessments, reports, and learning content.
• Good understanding of adult learning principles, training methodologies, quality assurance, and continuous improvement.
• Knowledge and practical experience using AI tools for training, content creation, presentations, assessments, data analysis, documentation, and productivity is an advantage.
• Experience with LMS, e-learning, digital learning, or quality-monitoring tools is an advantage.
• Experience in Free Zone operations, business setup, government services, immigration/visa processing, customer service, or a similar industry is a strong advantage.
• Languages: Fluent in English and Hindi
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