Job Summary:

This role is responsible to ensure exceptional customer satisfaction and create a WOW effect. The role serves as the company's quality hub, responsible for closing the feedback loop with all other teams by effectively communicating customer insights. Additionally, this role acts as the company's data center and experts in Monitoring, Evaluation, and Learning (MEL), focusing on data analysis and evaluation processes.

Main Duties and Responsibilities:

Curriculum Management and Development:

• Support learners in choosing appropriate career paths, learning resources, and methods.
• Analyze existing curricula and recommend improvements to align with learner needs.
• Develop new curricula, learning objectives, and outcomes to enhance the effectiveness of educational programs.
• Gather all the factors affecting the learning process and identify potential weaknesses in the curriculum.

 Learner Support and Retention:

• Respond to all learner communications within the set service level agreements (SLA).
• Manage learner acquisition and retention activities, including calls, meetings, live videos, events, and face-to-face interviews.
• Responsible for the learners’ and experts’ onboarding and adjourning processes. 

Data Analysis and Reporting:

• Examine learner analysis, and conduct full analysis of learner results, program impact, and trainer performance.
• Prepare detailed reports for top management, highlighting patterns, potential issues, and actionable insights.
• Analyze the effectiveness of instructional materials and suggest improvements to enhance program delivery.
• Communicate with learners via different social media platforms, serve as an online consultant, capture +/- trends and provide suggestions of improvements to the marketing team.
• Develop assessment reports of the most suitable candidates and present them to employers.

Quality Assurance and Feedback:

• Visit learning sessions to ensure high standards of delivery are met and provide constructive feedback.
• Gather feedback from learners and experts, identify areas for improvement, and communicate these to the relevant teams.

Digital Learning Tools and Innovation:

• Stay updated on the latest learning technologies.
• Advise learners and experts on the effective use of digital learning tools to enhance the learning experience.