Manager, Training & Quality Assurance - #1096893

As an advocate for lifelong learning, you will be part of the team that promotes lifelong learning, upskilling, and career development in various platforms and touchpoints. Your role will involve managing the quality assurance of Advisory Services, managing and analysing data, identifying learning needs, and developing training interventions to continuously improve the quality of skill and career advisory. You will need to leverage insights from trends, performance metrics and stakeholder feedback to continually ensure that Advisory Services maintain standards of excellence.

Our ideal candidate is someone who is passionate about learning & development, data analysis, service quality, and stakeholder management.

Core Responsibilities

Training

• Have strong understanding of the CET landscape and labour market (e.g. job roles and skills in demand), career progression pathways, as well as SkillsFuture Singapore's and other agencies’ suite of resources for career planning and upskilling that can benefit clients in their skill and career development efforts and enhance their employability

• Conduct needs analysis to identify training needs and develop training interventions for internal and external stakeholders

• Develop and deliver training materials and content to address training needs

• Apply adult learning principles and instructional design methodologies to create effective and engaging training experiences

• Provide ongoing coaching to reinforce learning and support development
  

Quality Assurance

• Ensure advisory services meet quality standards by adhering to established processes, guidelines and industry best practices

• Conduct internal audits to ensure adherence to established standards and provide recommendations for improvement

• Review and manage case notes quality to support data insights

• Leverage data and feedback to continually refine and improve quality standards

• Extract and organise monthly satisfaction survey feedback for score tabulation and reporting

• Compile reports and presentations related to monthly feedback and audit findings

• Develop and regularly review assessment framework to establish standards of excellence
  

 Data Management & Analysis

• Conduct data analysis to identify trends and insights

• Prepare reports and presentations for internal and/or external stakeholders on identified trends and insights
  

Others

• Support event deployment on an ad-hoc basis

• Handle CRM (Client Relationship Management) cases to address clients' upskilling concerns on an ad-hoc basis

• Oversee and address individual feedback and complaints related to the quality and effectiveness of advisory services, ensuring timely resolution and continuous improvement of the service experience

• Manage contract renewal of Skills Ambassadors

• Coordinate call assignments for Skills Ambassadors

Requirements

• Possess a tertiary qualification

• 1 to 3 years of relevant experience

• Familiarity with quality assurance programs

• Strong organisational and data management skills, with the ability to manage monthly reporting.

• Strong interest in data analysis

• Comfortable working with large datasets data visualisation tools (Tableau/ PowerBI) and large language models

• Creative skills to develop visually appealing materials

• Detail-oriented with experience in conducting audits or reviews to ensure quality standards

• Proficiency in using Microsoft Office, especially Excel and PowerPoint, and design software for creating materials

• Ability to work independently and as part of a team to meet deadlines

• Excellent business writing and communication skills to collaborate with various stakeholders.

• Ability to converse in Mother Tongue is an advantage

• Experience in service excellence or CRM will be welcomed

Candidates who do not have the required qualification or relevant experience are welcome to apply. 

Successful candidates will be offered a 2-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

Please note that only shortlisted candidates will be notified.