Training & Quality Specialist

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