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Training & Qa Analyst

hace 1 mes

San José, San José, Costa Rica Dwellworks Costa Rica Ltd A tiempo completo

**Position Summary**

The Training & Quality Coordinator is responsible for scheduling and conducting training sessions for both new and experienced COA/OPS members, managing and updating training materials, and supporting employees to keep productivity up.
Also, this position is responsible for assessing the quality of the performance of COA/OPS members who deal with Dwellworks customers.
The QA will monitor and evaluate the correct use of Dwellworks software (Ecoord, Spark & Destination) and reporting tools (Tracker) while correctly processing programs' authorizations within SLA.
This individual will assist in developing, creating and implementing quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Dwellworks customer's experience.
**Responsibilities**

**_ 40% Training_**

+ Developing COA/OPS's education materials, such as digital presentations, how-to manuals, and instructional videos.
+ Updating procedures and policies regarding programs' authorizations for the different COA regions and OPS teams.
+ Scheduling and conducting training sessions on various COA/OPS topics to prepare and support new employees.
+ Coordinate trainings sessions for experienced employees on new or updated COA/OPS procedures to improve their performance.
**_ 40%: QA _**

+ Participates in design of COA/OPS evaluation formats and quality standards.
+ Performs evaluations and provides data & feedback to COA/OPS team leads and director.
+ Compile and track performance data at team and individual level.
+ Coordinates and facilitates calibration sessions for COA/OPS members.
+ Prepares and analyzes quality reports for management staff review.
**20%: Reporting & Analytics**

+ Accurately analyze and collect data for various types of business reports.
+ Create business reports that provide insight into key data points.
**Qualifications**

Education

+ Associates degree

Language

+ Fluent in both written and oral English

Preferred Experience

+ 2-3 years of QA & Training Experience

+ Focus on quality and customer service

+ Analytical skills that allow for the development of data-driven reports

+ Strong written and verbal communication skills to effectively relate data to coworkers

+ Demonstrated ability to manage time and prioritize projects to meet deadlines

Other Required Skills & Abilities

+ Strong ability to multitask and prioritize.
+ Ability to communicate effectively in a constructive and professional manner.
+ Attention to detail and strong organization skills.
+ Team player, customer-drive and able to work in a dynamic work environment

+ Ability to work independently and self-motivate.
+ Strong computer skills and understanding of how to effectively navigate systems and software.
+ Ability to source critical data points, generate user-friendly reporting and provide analytical commentary.
+ Proficiency in data entry, database management, Microsoft office and Excel.
+ Willingness to be adaptable to evolving business conditions, needs and projects.