QA/L&D Officer

22 hours ago

Cebu City, Central Visayas, Philippines Helpware Full time ₱400,000 - ₱800,000 per year

Position Overview:

The QA/L&D Officer plays a dual role in ensuring service excellence and employee enablement. This position supports Operations by driving both quality assurance and training initiatives—auditing transactions and processes for compliance, while also developing and delivering learning programs that enhance performance and elevate customer experience. The role ensures that training and quality strategies are aligned to business goals, operational metrics, and partner expectations.

Primary Responsibilities:

Quality Assurance:

· Conducts transaction and process audits to evaluate compliance with internal and client standards, identifying potential risks and performance gaps.

· Generates and maintains quality reports, ensuring data accuracy and visibility for process improvements.

· Performs data scrubbing, root cause analysis, and process reviews to identify opportunities for increasing efficiency and effectiveness.

· Participates in calibration sessions with internal and external stakeholders to standardize evaluation criteria and align quality expectations.

· Collaborates with Operations and Training teams to translate QA insights into actionable learning initiatives.

Learning & Development:

· Designs, prepares, and delivers training programs, including new hire onboarding, cross-training, refresher, and recursive training sessions.

· Develops lesson plans, training materials, and learning resources aligned with business and client requirements.

· Evaluates learning outcomes and performance mastery, providing feedback and coaching to ensure job readiness.

· Maintains an engaging and compliant learning environment, ensuring adherence to policies and attendance standards.

· Completes all required training reports, performance documentation, and sign-off evaluations for trainee transition to production.

· Partners with QA and Operations to identify performance gaps and recommend targeted learning interventions that drive KPI improvement.

· Remains current on instructional methodologies, e-learning tools, and industry best practices.

Cross-Functional Impact:

· Analyzes QA results to inform L&D strategies and updates training content accordingly.

· Recommends process or curriculum enhancements based on data-driven insights and audit findings.

· Supports enterprise performance improvement through aligned QA-L&D collaboration aimed at improving throughput, quality, and overall customer experience.

· Performs other duties as assigned to support departmental and organizational goals.

Qualifications:

· Minimum 2 years of combined experience in Quality Assurance, Learning & Development, or Customer Service.

· Working knowledge of Quality Control tools and Learning Management Systems (LMS).

· Proficiency in MS Office Suite (Word, Excel, PowerPoint); knowledge of Minitab, SPSS, Captivate, or other e-learning/statistical tools is an advantage.

· Strong analytical, problem-solving, and decision-making skills.

· Excellent oral, written, and presentation communication skills.

· Demonstrated ability to work independently with minimal supervision and manage multiple priorities.

· Adaptive to shifting schedules and changing business needs.

· Preferred: QA or L&D-related certifications such as TQM, Six Sigma, COPC, or Curriculum Design.

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