QA Learning and Development Specialist – Lead
Milpark School of Commerce
full-time
Posted on:
Location Type: Hybrid
Location: Cape Town • 🇿🇦 South Africa
Visit company websiteJob Level
Senior
About the role
- Conduct regular evaluations of call, chat, email, and WhatsApp interactions to assess student experience, service tone, and professionalism
- Identify common pain points or student frustrations from evaluated interactions to inform coaching and training
- Develop and implement Quality Assurance frameworks and evaluation criteria aligned to institutional service standards and compliance protocols
- Assess agent interactions (across all channels) to evaluate quality, adherence to SOPs, and compliance with POPIA
- Provide timely, constructive feedback to supervisors and agents based on Quality Assurance insights
- Apply instructional design methodologies to design and deliver onboarding programmes to ensure new hires are equipped to support students using core systems (SIS, LMS) and aligned to service expectations
- Collaborate with internal departments (e.g., IT, Academic, Exams) to ensure training content is accurate and operationally relevant
- Evaluate training impact through post-training assessments, knowledge checks, and performance outcomes
- Maintain detailed records of training attendance, Quality Assurance results, coaching sessions, and compliance tracking
- Deliver soft skills training, coaching sessions, knowledge assessments, and competency-based evaluations (including for recruitment and selection)
Requirements
- A relevant tertiary qualification (e.g., Education, Learning & Development, Business Administration, or related field)
- Minimum 3–5 years of experience in a contact centre environment, with at least 2 years in a Quality Assurance or Learning & Development field
- Experience in a higher education or student support setting is highly advantageous
- Demonstrated ability to design and implement Quality Assurance, instructional design and training systems
- Experience applying instructional design principles to create engaging, learning-centered training solutions in contact centre or higher education environments
- Proven capability in facilitating performance improvement through coaching and structured learning
- Strong knowledge of contact centre systems and tools (e.g., CRM, LMS, SIS)
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Quality Assuranceinstructional designtraining systemsperformance improvementcoachingevaluation criteriacompliance protocolsknowledge assessmentsSOPsPOP
Soft skills
communicationcollaborationconstructive feedbackproblem-solvingorganizational skillsinterpersonal skillsfacilitationadaptabilityattention to detailcritical thinking