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Learning Operations

Uk based customer service professionals providing full event and delegate management, with a dedicated procurement team specialising in the learning market.

Learning Administration – world class customer service teams

In today’s marketplace, customers demand a premium level of customer service and need information fast.

Working with QA, you will benefit from a service that is built upon a strong customer service foundation. There are no call-centres, no automated lines, no off-shoring and no generic contact information which can take days to see a response come back.

Each of QA’s customers has a dedicated team assigned to them and have unique contact details (customers are provided with a unique contact number and email address to use to contact QA), which takes them directly to that team, so your requirement is prioritised and responded to within agreed service levels.

The experience that has been built over the past 20 years, allows QA to provide enhanced service efficiencies leading to increased internal customer satisfaction, creating a partnership that can demonstrate real savings and additional value to the business.

Access to learning information

QA ensures employees are all searching for learning in the same way and the service provided points these employees to the same options each time. Not only does this provide a consistent approach, it reduces the time it is taking each employee to find suitable training themselves.

Vendor Management – bringing the entire learning market to you

QA’s Partner Solutions team works proactively with the external learning marketplace to ensure we are providing the most innovative and high quality learning solutions available in the industry to our customers. 

As one of the UK’s most successful learning providers, QA has a distinct understanding of the wider-learning market. Our PartnerSolutions team has unrivalled experience in the identification and selection of suppliers, bringing a 100% vendor-neutral service to ensure that your learning needs are met, however large or small they are. 

An established Smart Sourcing Model is utilised to drive value for our customers who can leverage QA’s overall market spend, whilst creating incremental benefits and new opportunities to our preferred supplier base.

To guarantee consistency and an ongoing high quality supply chain, it’s important to define a preferred supplier list (PSL).  QA will define a set of categories that is aligned to each customer’s learning requirements, and combined with a number of the customer's existing preferred suppliers, QA will add to this by positioning both industry-leading and boutique suppliers into each category

Process & Technology – learning portals, LMS and systems integration

We understand that well defined and agile processes combined with robust technology solutions are critical in establishing an effective managed learning service. We ensure that our processes are sufficiently agile to adapt to different customer needs and in some cases, to work alongside a particular technology platform (such as a LMS). We support many organisations who have previously faced these challenges, one of which is investing significantly in a LMS, but not realising the true value from it, until seeking support from QA to help harness its true potential.

Our internal teams are here to provide advice and consultancy on how we are able to interface with your existing LMS, share with you our knowledge of the LMS marketplace to help select a new platform or even provide you access to one of our own platform solutions, which can range from an uncomplicated booking portal to a cloud-based LMS.  

Learning Consultancy – our in-house team are able to undertake a formal review of how learning is currently managed, requested, consumed and delivered. This would look at all operational activities, including the various technologies and platforms utilised, to help achieve your existing learning strategy or create a new one.

Learning Technology – QA has wide experience of the current learning technology marketplace, whether that be content authoring tools, LMS platforms or content & collaboration platforms. We can provide first-hand advice on what to avoid and which technologies are available to help, ultimately aligning the right technology for the need and budget presented.

Integration Services – our in-house IT development and project management specialists are able to support potential IT integration projects, linking your own in-house systems with QA technologies and platforms.

Service Management

Design, Delivery & Continuous Improvement

MI and Analytics

  • Service reporting - activity and SLA
  • Learning reports - Evaluation & Quality reports
  • Benchmarking data

Customer Service Desk

  • Enquiry handling – advice
  • Advice and guidance
  • Booking & pre-course support
  • Delegate communications

Relationship Management

  • Cultural alignment
  • Setting direction and alignment to strategy
  • Stakeholder engagement
  • Access to learning solutions and innovation

Service Delivery

  • Service governance & review
  • Service evaluation - reporting and management
  • Benefits realisation
  • Continuous Improvement (Service, learning delivery)
  • Issue management and complaints handling

Implementation and change management

  • Service definition - Learning process design, Technology implementation/integration
  • Implementation -  project and change management
  • Communications, engagement and adoption
Speak to one of our Learning Advisors

Explore how we have helped ATOS on board Graduate and new joiners in technology

Learning Solutions

Our DNA and Philosophy

Learning Operations

Best Practice Efficiency, Capability and Analytics

Training Administration

  • Event scheduling and logistics
  • Scheduling optimisation
  • Resource management – trainers and materials
  • Pre & post course logistics
  • Billing and finance

Supplier Management

  • Market intelligence - showcase and innovation
  • Supplier on-boarding and selection
  • Commercial negotiation, contracting and procurement
  • Performance management
  • Strategic sourcing - RFP/RFI management
  • PSL management, review and benchmarking

Portals and LMS

  • Bespoke client portals
  • Integration to client learning technology
  • LMS provision

Evaluation & Benchmarking

  • Pre and post course evaluations
  • Kirkpatrick level 1 – 5
  • Benchmark data

Strategy and Consulting

Direction, Alignment and Transformation

Strategy & Planning

  • Learning strategy
  • Needs analysis
  • Demand planning

Skills & Capability building

  • Competency Frameworks
  • Capability Mappings

Portfolio Development

  • Service reporting - activity and SLA
  • Learning reports - Evaluation & Quality reports
  • Benchmarking data

Latest Insights

Read our latest blogs on Managed Learning Services

Santander- Trusted Partner in Learning

"Re-imagining customer service"

Business Drivers

To achieve the ambition of becoming known as the ‘Best Retail Bank in the UK’, Santander is undertaking an extensive transformation programme. ‘Future Forward’ was conceived to ensure that people development is urgently addressed. Together, we deliver an extraordinary learning solution; drawing from
best-in-class external providers, under the umbrella of QA’s MLS.

How We Worked Together

QA are engaged to work in partnership with the internal programme team and Learning Team.  Our role is to manage all external learning providers who are contributing to the design, development and delivery of the learning solution, and to bring world-class learning and development thinking and innovation to the programme

Services Delivered

Our learning solution is a 24-month blended learning journey, comprising learner, manager and stakeholder engagement, workshops, embedding and coaching activities - as well as a web-based learning portal. Our learning solution is underpinned by 70:20:10; as well as delivering a blended solution, we have built a learning community, mobilised their leadership to support them, and delivered this via a new social learning portal.

Managed Learning Services leadership team

Discuss your needs with us.

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