About the Role
We are seeking a results-oriented Quality & Learning Impact Specialist to ensure that our professional training programs consistently meet high standards of quality, relevance, participant experience, and measurable learning impact.
The role will be responsible for establishing and managing the organization's training quality framework, monitoring participant and client feedback, evaluating trainers and programs, overseeing learning assessments, supporting accreditation compliance, and measuring the effectiveness of training interventions.
The ideal candidate will combine strong analytical capability with a deep understanding of learning, quality assurance, customer experience, and continuous improvement.
Key Responsibilities
Training Quality Assurance
Develop, implement, and continuously improve the organization's training quality assurance framework.
Establish clear quality standards for classroom, virtual, customized, and corporate training programs.
Monitor training delivery against approved course outlines, learning objectives, participant expectations, and organizational standards.
Conduct periodic observations and audits of training sessions.
Identify quality gaps and coordinate corrective and preventive actions.
Ensure consistency in training quality across trainers, courses, locations, and delivery formats.
Participant Experience & Feedback
Design and manage participant evaluation and feedback systems.
Review participant feedback following every training program.
Track participant satisfaction, facilitator ratings, content relevance, venue experience, learning experience, and overall program performance.
Identify recurring participant concerns and recommend improvements.
Work with relevant teams to ensure participant issues are addressed quickly and appropriately.
Develop dashboards and reports highlighting participant experience trends.
Trainer Quality Monitoring
Develop trainer evaluation criteria and performance benchmarks.
Track trainer ratings and performance trends across assignments.
Identify trainers requiring coaching, development, recognition, or further review.
Work closely with the Trainer & Talent Development Manager to improve trainer quality.
Support observation and evaluation of new trainers before or during initial assignments.
Learning Assessment & Outcomes
Develop appropriate mechanisms for measuring participant learning.
Support the use of pre-training assessments, post-training assessments, quizzes, practical exercises, projects, case studies, and competency evaluations.
Measure knowledge and skill improvement where appropriate.
Ensure assessments are aligned with defined learning objectives.
Work with trainers and instructional designers to improve assessment quality.
Learning Impact Measurement
Develop frameworks for evaluating the effectiveness and workplace impact of training programs.
Measure training outcomes beyond participant satisfaction.
Support follow-up evaluations to determine whether participants are applying acquired knowledge and skills.
Work with corporate clients to identify relevant learning impact measures.
Apply recognized learning evaluation approaches such as the Kirkpatrick Model where appropriate.
Support measurement of training effectiveness, behavior change, business impact, and return on training investment.
Course & Curriculum Quality
Review course outlines, learning objectives, training materials, assessments, facilitator guides, and participant materials for quality and consistency.
Ensure training content remains practical, relevant, current, and aligned with workplace needs.
Work with subject matter experts and instructional designers to address content quality gaps.
Recommend course updates based on participant feedback, industry developments, and client requirements.
Accreditation & Compliance
Support compliance with relevant training, accreditation, certification, and regulatory requirements.
Maintain appropriate quality documentation and evidence required by accrediting or regulatory bodies.
Support preparation for audits and accreditation reviews.
Monitor compliance with internal policies, trainer requirements, attendance records, assessments, certificates, and learning documentation.
Data, Reporting & Insights
Develop quality and learning impact dashboards.
Produce monthly and quarterly reports on training quality.
Analyze participant feedback, trainer ratings, course performance, complaints, assessments, and learning outcomes.
Identify trends and translate data into practical recommendations.
Present quality insights to management and relevant departments.
Maintain accurate records and documentation of quality improvement initiatives.
Continuous Improvement
Lead initiatives aimed at improving training quality and participant experience.
Work cross-functionally with Learning Solutions, Trainer Management, Operations, Sales, Customer Experience, and Management.
Conduct root-cause analysis when quality issues arise.
Track improvement actions to completion.
Benchmark organizational learning practices against leading professional training providers.
Key Performance Indicators
Success in this role will be measured through indicators such as:
Overall participant satisfaction score
Average trainer rating
Net Promoter Score or equivalent participant recommendation metric
Percentage of programs meeting defined quality standards
Participant complaint rate
Complaint resolution and corrective-action rate
Pre- and post-training learning improvement
Course quality scores
Client satisfaction levels
Trainer quality improvement
Accreditation and compliance performance
Percentage of programs evaluated for learning impact
Repeat training and client retention indicators linked to training quality
Qualifications & Experience
Bachelor's degree in Education, Learning & Development, Monitoring & Evaluation, Quality Management, Organizational Development, Human Resources, Business Administration, Psychology, or a related discipline.
At least 4 - 6 years of relevant experience in training quality assurance, learning and development, monitoring and evaluation, customer experience, education, or professional training.
Demonstrated experience analysing feedback, learning outcomes, or service quality data.
Experience in a professional training organization, consultancy, university, corporate academy, or learning and development environment will be an advantage.
Knowledge of learning evaluation frameworks and adult-learning principles is highly desirable.
Skills & Competencies
Training quality assurance
Learning evaluation and impact measurement
Monitoring and evaluation
Data analysis and interpretation
Report writing
Quality improvement
Participant and client experience management
Learning assessment
Attention to detail
Problem solving
Root-cause analysis
Stakeholder management
Strong written and verbal communication
Analytical thinking
Continuous improvement mindset
What We Are Looking For
We are looking for someone who understands that successful training should achieve more than positive participant feedback.
The ideal candidate will be passionate about ensuring that learning programs are well designed, professionally delivered, measurable, relevant to the workplace, and capable of creating meaningful improvements in knowledge, skills, behavior, and organizational performance.