Training & Quality Model Design - 12 Month Project

Training and Quality Model Design 12-Month Project

Location : Brasov, Romania, with regular visits in Bracelona, Spain.

Overview

A global support organisation currently operates a decentralised Training and Quality (T&Q) ecosystem, spanning internal teams and external partners across multiple regions (EMEA, NAM, LATAM, APAC). The environment includes :

• Quality-Specific Monitoring Processes : Monitoring of CRM cases, escalation pathways, and case handling governance.
• Training Services : Onboarding, trainer certification, knowledge validation, audit preparation and execution, and capacity planning.
• Quality Assurance Activities : Quality monitoring, coaching, audit calibration, and reporting.
• Audit Readiness & Compliance Support : Ensuring adherence to relevant reporting requirements and audit expectations.
• Customer Experience and Global Service Quality Programmes : Structured feedback loops, tools (e.g., customer experience platforms, quality forms), and deployment activities tied to business KPIs and continuous improvement.

Despite strong foundational practices, the environment has evolved organically, resulting in diverse ways of working, overlapping responsibilities, and region-specific variances that may hinder standardisation, efficiency, and scalability.

Project Objective

This initiative aims to evaluate and redesign the global Training and Quality management model, ensuring alignment with industry best practices, internal governance expectations, and business needs. The future model should enable consistency, accountability, and operational excellence across both internal teams and external partners.

Key Responsibilities

Project Terms

Estimated Project Duration and Milestones Milestone Description

M1 : Assessment T&Q Landscape complete

Delivery of a comprehensive Training & Quality Landscape Analysis, including review of training execution, governance, administration, quality monitoring, and case handling monitoring

M2 : Gap Analysis Delivered

Delivery of a focused report identifying gaps and opportunities based on the assessment and presentation to the leadership team

M3 : Future-State Model Drafted

Design of a comprehensive draft model for Training & Quality Management, covering lifecycle, governance, framework, internal / external alignment, and operational needs

M4 : Present Draft Future State to Leadership Team

Presentation of the proposed model to the leadership team for initial review and strategic alignment

Milestone Description

M5 : Refined Model with Leadership Input

Further assessment as needed and incorporation of leadership feedback into the refined Training & Quality model and governance framework

M6 : Final Model and Implementation Strategy Presented

Presentation of the finalised Training & Quality model and accompanying implementation strategy and roadmap to the leadership team

M7 : Handover to Operational Leadership Teams

Structured handover sessions and provision of documentation to ensure smooth transition of ownership to operational leaders for implementation

Ongoing Reporting

Bi-weekly written status updates to project stakeholders, including progress, risks, and next steps