Training & Development Coordinator - Provider Support

About the role

The Training and Development Coordinator oversees technical and process training and fosters a culture of continuous improvement and high performance. The role mentors and develops customer service representatives and works with leadership and staff to align departmental operations with organisational objectives.

Key responsibilities

• Train, coach and develop team members while maintaining QA standards, conducting audits and assessments, improving processes and managing escalations.
• Drive team performance by meeting productivity, quality, customer service and service-level targets.
• Handle inquiries and requests within established timelines, support timely claim resolution and provide operational leadership, including escalation support and backup coverage for the Team Leader.

Required profile

• Bachelor's degree in a related field.
• At least 3 years of experience in training or quality assurance roles, with at least 2 years in leadership or supervisory capacity.
• Proven track record of implementing successful training programs and quality assurance initiatives.
• Ability to handle sensitive information with discretion and integrity.

Required skills

• Knowledge of training methodologies, instructional design, adult learning principles, QA frameworks, performance metrics and compliance standards.
• Advanced use of MS Office Suite and data visualisation tools.
• Communication, presentation, project management and data analysis skills.