Responsibilities
Training & Coaching 
• Deliver onboarding and continuous training aligned to regulatory, client, and process requirements
• Provide structured coaching sessions to improve capability, compliance adherence, and quality outcomes
• Teach regulatory requirements, compliance standards, and conduct expectations
• Embed process updates and procedural changes into operational teams
• Ensure all team members are trained and accredited before handling live work
• Maintain accurate training records, accreditation logs, and skills matrices
• Identify knowledge gaps and implement targeted training interventions

•  Identify systemic risks, compliance breaches, and performance gaps
  • Provide structured feedback based strictly on QA criteria, not operational targets
  • Maintain full audit trails and documentation suitable for regulatory review

Governance & Compliance
•  Operate impartially and uphold integrity, fairness, and consistency in all evaluations
• Ensure adherence to internal policies, client requirements, and regulatory expectations
Performance & Continuous Improvement
• Monitor training effectiveness and quality performance trends
• Contribute to quality, compliance, and accreditation KPIs
• Identify recurring issues and recommend improvements to training materials or QA frameworks
• Support initiatives that strengthen compliance culture and operational excellence
Stakeholder Collaboration
• Liaise with Operations, Compliance, and Leadership 
• Provide insight into training needs and quality trends without operational bias
• Support governance forums, calibration sessions, and audit discussions where required