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

• Assessment of Current State: Analyse the status quo of the Training and Quality landscape, including training execution, administration, governance, quality monitoring frameworks, and case handling within the CRM system.
• Gap Analysis and Recommendations: Identify inefficiencies, gaps, and improvement opportunities across training and quality processes and systems. Benchmark against industry standards and best practices.
• Design of a Future-State Model: Develop a comprehensive, scalable Training and Quality Management Model covering the end-to-end training lifecycle, governance
• structure for internal and external training teams, and quality monitoring processes. Ensure alignment with business objectives and operational setup.
• Stakeholder Engagement and Alignment: Present and refine the proposed model in collaboration with leadership stakeholders. Ensure alignment across key functions, including support teams, operational hubs, demand management teams, and partner management.
• Implementation Strategy: Upon agreement of the model, provide a detailed, actionable implementation plan, including resource planning, timeline, change management, and risk mitigation strategies.

Project Terms

• Duration: 12 months
• Engagement: 100% dedication to the project
• Preferred Location: Brasov, Romania, with regular visits in Bracelona, Spain.
• Language Requirements: Fluent in English (spoken and written)
• Experience Requirements: Minimum of 10 years experience in Training and Quality Management, with demonstrated success in designing and implementing training and quality models.

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