QA Learning and Development Specialist/Lead

Cape Town, Western Cape Milpark Education

Posted 1 day ago

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Job Description

permanent

The purpose of the Quality Assurance and Learning & Development (QA & L&D) Lead role is to ensure the consistent delivery of high-quality, compliant, and student-centered support in the contact center environment. This is achieved through rigorous quality assurance practices, performance monitoring, and the instructional design, development and delivery of impactful onboarding and continuous learning programmes. The role drives excellence in non-academic student support including onboarding, registration, payment queries, system navigation, and general student lifecycle support by equipping agents with the knowledge, tools, and capabilities needed to consistently meet service standards.

Responsibilities:

Student experience

  • Conduct regular evaluations of call, chat, email, and WhatsApp interactions to assess student experience, service tone, and professionalism.
  • Identify common pain points or student frustrations from evaluated interactions to inform coaching and training.

    (Supports KPI: Agent QA Scores, Stakeholder Satisfaction)

Quality assurance:

  • Develop and implement Quality Assurance frameworks and evaluation criteria aligned to institutional service standards and compliance protocols.
  • Assess agent interactions (across all channels) to evaluate quality, adherence to SOPs, and compliance with POPIA.
  • Provide timely, constructive feedback to supervisors and agents based on Quality Assurance insights.
  • Maintain Quality Assurance dashboards and documentation to monitor trends and track individual/team quality performance.
  • Partner with supervisors and managers to address underperformance and ensure consistent quality delivery.(Supports KPIs: QA Evaluation Completion, Agent QA Scores, Compliance)

Learning and development:

  • Apply instructional design methodologies to design and deliver onboarding programmes to ensure new hires are equipped to support students using core systems (SIS, LMS) and aligned to service expectations. (In collaboration with central L&D)
  • Create and update training materials, quick reference guides, job aids, and microlearning content specific to the Student Engagement Hub ensuring alignment with best practices in instructional design.
  • Facilitate regular refresher training and targeted upskilling based on Quality Assurance results, new processes, or system changes.
  • Collaborate with internal departments (e.g., IT, Academic, Exams) to ensure training content is accurate and operationally relevant.
  • Evaluate training impact through post-training assessments, knowledge checks, and performance outcomes.
  • Manage the SEH Academy, ensuring structured and ongoing learning journeys for staff.(Supports KPIs: New Hire Readiness, Training Effectiveness, Training Sessions)

Reporting and compliance

  • Maintain detailed records of training attendance, Quality Assurance results, coaching sessions, and compliance tracking.
  • Use Quality Assurance and Learning & Development data to inform and support performance improvement plans.
  • Ensure all training and Quality Assurance practices are fully compliant with POPIA, institutional policies, and internal risk protocols.
  • Deliver soft skills training, coaching sessions, knowledge assessments, and competency-based evaluations (including for recruitment and selection).(Supports KPIs: Compliance, Training Effectiveness, Stakeholder Satisfaction)

Qualifications, experience and skills:

  • A relevant tertiary qualification (e.g., Education, Learning & Development, Business Administration, or related field).
  • Minimum 3–5 years of experience in a contact centre environment, with at least 2 years in a Quality Assurance or Learning & Development field.
  • Experience in a higher education or student support setting is highly advantageous.
  • Demonstrated ability to design and implement Quality Assurance, instructional design and training systems.
  • Experience applying instructional design principles to create engaging, learning-centered training solutions in contact centre or higher education environments.
  • Proven capability in facilitating performance improvement through coaching and structured learning.
  • Strong knowledge of contact centre systems and tools (e.g., CRM, LMS, SIS).

Competencies 

  • Facilitation and coaching: Delivers engaging training and development sessions and supports learning retention through coaching.
  • Quality Assurance and documentation : Designs and maintains QA processes with precision and structure.
  • Learning and Instructional Design : Applies adult learning principles and instructional design frameworks to create impactful learning content.
  • Communication: Communicates clearly and empathetically across diverse teams and stakeholders.
  • Data-Driven Insight : Interprets QA and performance data to drive targeted improvement.
  • Service Mindset : Demonstrates empathy and a strong commitment to improving student experience.

By submitting your personal information and application, you hereby confirm:

  • That you have read and understood our Privacy Policy/Notice. To access, copy and paste the link into your web browser:     
  • That you have no objection to us reviewing and processing any personal information provided in the course of your application, as well as any information that you have provided in support of your application.  
  • That you have no objection to us retaining your personal information in our database for future employment opportunities that might arise. 

Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements

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Monitoring, Evaluation & Learning Specialist

8001 Cape Town, Western Cape Parvana

Posted 13 days ago

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About our client: An international and highly regarded organisation dedicated to “doing good” for society, they are renowned for their ethics, upliftment programs and while their tech environment is leading edge, this organisation is ideal for someone who wants to make a real difference to the greater good of society. While this organisation has deep funding and you will earn well, it is best suited to those who have a strong social conscience and humanitarian interests.What you will be doing: Monitor progress against predetermined milestones aligned with our client's theory of change.Conduct regular short-term surveys and baseline assessments from a participant perspective to evaluate implemented programs and assess delivery efficiency.Perform mid-term analyses to determine the effectiveness of interventions in contributing to participant and venture development.Conduct outcomes-based analysis and long-term impact evaluations to measure overall success.Plan and manage internal evaluations to ensure the sustainability of identified best practices and gauge program and organizational impact.Engage with and train stakeholders in preparation for their reporting responsibilities.What our client is looking for: A relevant tertiary degree would be beneficial (Monitoring & evaluation, Social Sciences, Statistics, etc.)At least 5 years of M&E experience, with increasing responsibility in data-intensive programs and M&E methodology design.Proficient in knowledge management and research dissemination.Expertise in designing and implementing quantitative and qualitative research, rapid appraisals, and data analysis.Skilled in data visualization and presentation to diverse stakeholders.Experience in establishing M&E processes and systems, with a strong understanding of MEL issues and indicator development.Exceptional analytical, communication, and report-writing skills, with a drive to learn new technologies and a passion for entrepreneurship.Contract Duration: 2 yearsJob ID: J For a more comprehensive list of opportunities that we have on offer, do visit our website - / Evaluation,Knowledge Management, Data Analysis, Data Visualization
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Machine Learning Engineer (Specialist)

7400 Cape Town, Western Cape DLK Group

Posted 5 days ago

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Job Description

The role of the Specialist Machine Learning Engineer encompasses many activities, including (but not limited to): Focusing on niche areas of machine learning, such as natural language processing, computer vision, or reinforcement learning.Developing domain-specific ML models tailored to specialized business needs.Conducting in-depth research and prototyping innovative solutions using advanced ML techniques.Identifying opportunities to apply cutting-edge machine learning advancements to improve processes or create new capabilities.Collaborating with other Engineers to transfer research findings into scalable, production-ready solutions.Providing expert insights on specific tools, frameworks, or algorithms, ensuring the organization stays ahead in ML innovation.Contributing to the development of internal ML tools and libraries to streamline workflows.RequirementsMinimum Qualification: NQF 6 or higher tertiary qualification in Information Communication Technology (ICT) field incorporating (but not limited to) Information Systems; Cloud certification.Minimum Experience: Minimum of 6 years’ experience in a field of a Machine Learning Engineer role.
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Specialist Machine Learning Engineer

7100 Cape Town, Western Cape Sabenza IT & Recruitment

Posted 10 days ago

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Job Description

The Specialist Machine Learning Engineer is responsible for advancing the organisation’s technical capabilities in specific, high-impact areas of machine learning such as natural language processing (NLP), computer vision, or reinforcement learning. This role combines deep research expertise with practical engineering skills to design, prototype, and deploy innovative ML solutions that address complex, domain-specific business challenges. The incumbent serves as a subject-matter expert and innovation driver, ensuring that the organisation remains at the forefront of emerging ML technologies and methodologies.

Key Responsibilities:

Focus on niche areas of machine learning, such as NLP, computer vision, or reinforcement learning, to deliver specialised solutions.Develop and refine domain-specific ML models tailored to unique business needs, leveraging advanced algorithms and architectures.Conduct in-depth research, feasibility studies, and prototyping of innovative ML approaches using cutting-edge methods and tools.Identify opportunities to apply the latest advancements in machine learning to enhance processes, improve decision-making, or create new business capabilities.Work closely with other ML Engineers, Data Scientists, and Software Engineers to transfer research insights into scalable, production-ready solutions.Provide expert-level insights on specific ML tools, frameworks, or algorithms, guiding the organisation in adopting best-in-class technologies.Contribute to the design and development of internal ML tools, utilities, and libraries to streamline experimentation, model management, and deployment workflows.RequirementsNQF Level 6 or higher tertiary qualification in an Information and Communication Technology (ICT) field (e.g., Computer Science, Information Systems, Data Science, or related discipline).Cloud certification (AWS, Azure, or GCP) preferred.Minimum of 6 years’ experience in a Machine Learning Engineer or related advanced AI/ML role.Proven expertise in one or more ML specialisations (e.g., NLP, computer vision, or reinforcement learning).Strong background in research, experimentation, and model deployment.Demonstrated ability to translate research into practical, high-performance production systems.
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Learning and Development Specialist

Newlands, Western Cape R900000 - R1200000 Y Pedros Flame Grilled Chicken

Posted today

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Learning & Development Specialist

The Learning and Development Specialist will design and implement training initiatives that align with organisational goals and enhance employee skills while promoting continuous learning. They will identify skill gaps and create effective training solutions to support employee growth.

Duties & Responsibilities:

  • Conduct training needs analyses to identify skills gaps.
  • Design and update training programs in various formats (in-person, online, blended) to suit diverse learning styles
  • Align training with performance and talent management frameworks.
  • Facilitate leadership initiatives like mentoring and succession planning.
  • Align training with performance and talent management frameworks.
  • Assess the effectiveness of learning initiatives through feedback and performance metrics.
  • Prepare reports on training outcomes and ROI.
  • Work with departmental managers to identify learning needs and provide solutions.
  • Advise management on best practices for learning and development.
  • Appointed as the SDF for the organisation

Required Qualifications:

  • Bachelor's degree in HR, Education, or related field.
  • ODETDP Diploma and registered Skills Development Facilitation (SDF)
  • Facilitator and Assessor (EDTP)
  • OPETDP Diploma and Registered SDF.

Required Experience & Knowledge

  • 8+ years in L&D, ideally in a fast-paced environment like retail or hospitality.
  • Understanding of adult learning principles and instructional design
  • Strong facilitation, communication, and e-learning proficiency.
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