Quality Assurance Analyst

Quality Assurance Analyst At Faham Group, we're seeking an experienced Quality Assurance Analyst to join our team. This dual-focused role will be responsible for developing and delivering high-quality training programs while also conducting thorough operational auditing to ensure continuous improvement across our organization. Key Responsibilities Needs Assessment & Strategic Planning Conduct comprehensive assessments to identify training gaps across departments Partner with managers to pinpoint critical skill deficiencies and competency development needs Align training initiatives with organizational objectives and growth strategies Program Development & Content Creation Design and develop engaging training materials specifically for White Collar staff Tailor content to address the unique requirements of various roles and organizational levels Maintain up-to-date training resources that reflect company standards and best practices Training Delivery & Facilitation Facilitate dynamic training sessions using diverse instructional methods including presentations, simulations, and interactive activities Lead both in-person and virtual training effectively to accommodate different learning environments Create positive learning experiences that maximize participation and knowledge retention Product Knowledge Training Design and implement comprehensive product knowledge training for newly hired white collar employees Ensure staff understand product features, benefits, and applications Evaluation & Continuous Improvement Implement measurement systems to assess training effectiveness through various metrics Collect and analyze participant feedback to refine content and delivery approaches Maintain detailed documentation of all training activities and outcomes Auditing & Quality Assurance Field Audits & Compliance Verification Conduct regular site visits to evaluate adherence to safety standards, quality protocols, and operational procedures Identify and document deviations from established processes and standards Perform customer verification calls to gather comprehensive feedback on all service touchpoints Review customer service call recordings to identify service enhancement opportunities Discrepancy Management Thoroughly investigate reported issues and meticulously document findings in the violation/discrepancy tracking system Apply root cause analysis techniques to identify underlying issues Process Improvement Provide leadership with actionable recommendations based on audit findings Collaborate across departments to implement improvement initiatives Utilize audit insights to enhance training materials and methodologies Reporting & Analytics Performance Reporting Generate comprehensive training effectiveness reports and ROI analyses Prepare detailed monthly audit reports highlighting key findings and improvement areas Compile and present violation/discrepancy tracker data with actionable insights Develop visual dashboards to track key performance indicators Qualifications & Experience Minimum 3 years of experience in training, development, and auditing roles Strong knowledge of coaching models, facilitation techniques, and leadership development Understanding of process improvement methodologies (Six Sigma, Lean, etc.) Professional certification in L&D or Auditing (CPTD, SHRM-CP, CIA, Six Sigma) Familiarity with operational environments similar to ours Proficiency in creating engaging training programs and materials Advanced skills in MS Office suite and training technology platforms Demonstrated experience delivering face-to-face and virtual sessions to diverse audiences Expertise in documenting workflows, SOPs, and identifying inefficiencies Experience conducting internal audits, compliance checks, and risk assessments Skilled in root cause analysis techniques (5 Whys, Fishbone Diagrams, etc.) Strong analytical abilities and technical report-writing skills Excellent communication skills with the ability to engage cross-functional teams Meticulous attention to detail and high standards for documentation accuracy Proactive approach to identifying process and performance improvement opportunities Demonstrated ability to manage multiple priorities and meet deadlines #J-18808-Ljbffr