Introduction to Quality Management
In order to establish all KBJ Training policies and to monitor the standards that the Company has set as part of the provision of its services, it has been necessary to develop a systematic approach to Quality Management, aiming at providing the best service that our customers require. Training provision of all our employees is the key to fulfilling our objectives as we can target the achievement of dual goals, in the form of quality service for our candidates via highly skilled and knowledgeable employees. We commit ourselves to reviewing these arrangements and systems on a regular basis as part of the Quality Assurance System that we have put in place.
1.1 Quality Assurance Policy
It is the policy of KBJ Training to ensure that all of its employees are fully aware of the contents of this document and that they demonstrate at all times their ability and willingness to carry out its instructions so as to provide all customers of KBJ Training with a quality service that KBJ Training provides as part of this policy.
KBJ Training will do this by the following methods:
- We will continuously strive to provide quality service to all our customers by implementing all parts of the Quality Assurance System.
- We will work proactively to continuously improve the quality of our services (Training, Customer Services, Post-course Services) in order to ensure that we continue to provide our customers with up-to-date and relevant information as part of our commitment to quality.
- We will stringently review and improve our internal policies and processes on an ongoing basis as part of our commitment to ensure and maintain the best level of services and IAG (Information, Advice and Guidance) to our customers and staff.
- We understand that our services have value only if they contribute and are relevant to the on-going development of our candidates’ learning.
- We aim to monitor our customers’ ever changing needs as the industry evolves and new trends, standards and markets may require them to have access to new learning and development.
- We are registered with the ICO and will always abide by the regulatory requirements of the Data Protection Act in the creation, maintenance, storage, access and deletion or disposal of any sensitive information held by us.
1.2 Management of Quality
The Quality Verifier is responsible for reviewing the quality of Training, Assessment and Internal Verification decisions during and at the end of the Training process. Quality verification will take place by an appointed person, usually the Quality Verifier, however, other people may be involved in this process from time to time. This may include the Training Manager, an IV, or an impartial, External Quality Verifier, hired by KBJ Training or AO. Internal verification is at the centre of Quality Assurance of all Training programs. The role of Quality Verification in managing training assessment and internal verification is that it consistently meets the criteria of the National Occupational Standards. The Quality Verifier is therefore the key factor in managing risk – ensuring that when a certificate is claimed for a candidate, it marks the achievement of the standards.
1.3 The Purpose of sampling
To review the quality of the Training Assessment and Internal Verification decisions during and at the end of the verification process.
Periodic Sampling enables the Quality Verifier to be involved with the training, assessment and verification process at different stages including registration and post-course service and advice. This involves reviewing the work undertaken by the sales staff, trainer, trainee and admin staff prior to decisions being made on certification i.e. during the course. It will involve the reviews given by Trainers to trainees and those given by the Internal Verifier to Trainers. This will enable the Quality Verifier to evaluate the quality of guidance on training, assessment and internal verifications and the effectiveness of planning assessments. By performing periodic sampling this will allow the Quality Verifier in identifying problems at an early stage so avoiding the need to turn down assessment and verification decisions, identify good practice and training, and maintain standardisation with all members of the Training team.
Sampling at the end of the training, assessment and verification process involves reviewing the quality of the assessment decisions by evaluating how they have been reached. The Quality Verifier has to be able to follow an audit trail that is clear and can demonstrate how the Training Team has checked that the evidence presented meets the “rule of evidence”. This includes evidence presented as a portfolio, computer aided compilation, video or evidence identified via alternative assessment. The Trainer, Assessor and Internal Verifier must have confirmed the evidence as:
- Valid – relevant to the standards for which competence is claimed.
- Authentic – the trainee’s own work / been produced by the trainee.
- Current – sufficiently recent to be confident that the same level of skill, understanding and knowledge exist at the time of claim.
- Timely – the work has been completed and submitted within the specified timeframes allowed by the Awarding Body.
- Sufficient – meets ALL the requirements of the standards in full.
Factors to be taken into account when sampling
- Role of sales and admin staff in storage, processing and shipping of important paperwork and documents.
- Size of sample
- Training/Assessment methods
- Trainer/Assessor (how many, their experience, workload and location)
- Internal Verifier (how many, their experience, workload and location)
- Different candidates
- All units
1.4 Tasks of Admin Staff, Sales Staff, Trainer/Assessor, Internal Verifier and Quality Verifier
From candidate enrolment through to claiming certificates:
- Must have experience and will be trained in house regarding ethical sales, customer services and any other relevant training as required as per their PDP or TNA.
- Register candidates for the program.
- Give accurate, informed and reliable Information, Advice and Guidance (IAG) at the time of booking.
- Turn away candidates not suitable for the qualifications in line with Awarding Body regulations.
- Send accurate and correct email booking confirmations and details for the course, timings, venue etc
- Ensure all sensitive personal data is kept confidential and stored according to Data Protection legislation.
- Identify and inform the relevant Trainer, the Training Manager and Office Manager of any candidates requiring additional help for the course and/or exam, where allowed by the Awarding Body.
- Must have experience and will be trained in house regarding effective time management and project management, customer services and any other relevant training as required as per their PDP or TNA.
- Mail candidates the information pack upon registration where email confirmation does not suffice or where details are requested by post specifically, by the candidate.
- Ensure all sensitive personal documents and details are held according to Data Protection legislation.
- Ensure all KBJ Training and Awarding Body documentation, especially Exam Papers, are held securely in the premises, during shipment and processing.
- Accurate counts must be kept of all Assessment Papers received from Awarding Body, stored, shipped to Training, received back for processing, forwarded to Awarding Body for checking (where applicable). Assessment Papers can include exam papers or portfolio assessments.
- Ensure the correct arrangements have been made for any additional help or special needs of candidates identified by the Sales Staff.
- Ensure all audio / video /electronic assessments are stored and organised securely and backups made.
- Update candidate results and post certificates in a regular, timely manner while maintaining clear records.
- Ensure any malpractice concerns or accidents are reported to the line manager, QV or MD immediately.
- Must hold the minimum required Teaching Qualification (PTLLS / CTLLS / DTLLS / AET / CET / DET / CertED / PGCE etc)
- If required, assessor must hold the Level 3 Assessor qualification or acceptable equivalent.
- At registration, verify and re-check info provided by Sales staff including, ID documents, candidate name spellings, date of birth, contact details, payment details, special needs and suitability for completing the course.
- Report correct numbers of students, resits, payments to the Training Manager and Accountant where relevant.
- Carry out assessments and provide verbal / written feedback (depending on the program being delivered).
- Ensure the correct arrangements have been made for any additional help or special needs of candidates identified by the Sales Staff.
- Ensure the correct number of Contact Hours have been met in line with ELN and Awarding Body policy on Guided Learning Hours (GLH) for that course.
- Deliver the training according to the Lesson Plans provided / approved by ELN and the Awarding Body with the best knowledge, integrity and respect for all.
- Complete all documents and paperwork in line with ELN and Awarding Body’s policies and procedures.
- Ensure any malpractice concerns or accidents are reported to the Training Manager, QV or MD immediately.
- Must sample across all trainers/assessors and all training programs..
- Be involved in the recruitment and training of Trainers and Assessors..
- Must be V1 / D34 / Level 4 IQA qualified with occupational competence and experience of teaching in the relevant subject..
- Provide induction to all new trainers and assessors to ensure that they have a full understanding of process and have all the correct documentation to carry out training and assessment.
- Prepare a sampling plan.
- Monitor development of Trainers and Assessors..
- Ensure that Trainers and Assessors are using and have access to all the tools necessary to carry out their role.
- Make checks on the registration and enrolment of trainees with awarding body (where necessary).
- Hold team meetings and standardisation meetings, carry out observations of trainers and assessors, sample portfolios of evidence (where applicable), interview candidates from the courses.
- Create action plans for improved performance activities.
- Complete and maintain all relevant records..
- Provide feedback to the Quality Verifier and Management.
- Attend meetings with Awarding Bodies and provide feedback to the Training and Assessment team.
- Make claim for Trainees’ certificates once all requirements have been satisfied.
- Ensure any malpractice concerns or accidents are reported to the line manager, IQA or MD immediately.
- Must be V1 / D34 / Lead IQA qualified with occupational competence and experience of managing, assessing and teaching in the relevant subject(s).
- Provide training and support to the Internal Verifier.
- Assist in the appointment of Trainers, Assessors and Internal Verifiers.
- Sample the practices of the Admin and Sales staff, the Internal Verifier and Trainer/Assessors.
- Train admin and sales staff to ensure Awarding Body requirements are being met at all stages of registration, training and certification.
- Hold and attend the Standardisation and team meetings.
- Provide feedback to the Assessment team and Top Management on updates received from all levels of staff and candidates.
- Attend meetings with Awarding Body personnel during approval and sampling visits.
- Attend relevant Awarding Body trainings and workshops and ensure that up-to-date and accurate information and documents are forwarded and explained to relevant departments and Management.
- Deal with any potential or reported cases of malpractice or accidents with view to maintaining integrity and security of data and documents at all times. This may include liaising with internal Management and Awarding Body members.
1.5 Evaluation Strategy
The Quality Verifier has the authority to monitor the performance of internal verifiers, trainers/assessors and admin/sales staff as well as sampling candidates’ portfolios (where applicable), observing candidates whilst undergoing training and interviewing them. Methods used by the internal verifier for sampling portfolios and monitoring the performance of assessors must be clearly auditable.
1.6 Periodic verification
The evidence sampled must contain the internal verifier’s initials/signature and the date the evidence was sampled. If the evidence sampled is satisfactory then the evidence can be signed and dated. If the evidence is not satisfactory then the IV must put a date beside the evidence. Depending on the severity of the case, certification must be blocked until the situation has been resolved. A sampling report with suggestions for future improvements must be completed with a note of the evidence sampled. Sampling report must be sent to the relevant trainer, Training Manager and MD.
1.7 End of Process Verification
When the internal verifier is satisfied that the Trainee is competent and certificate can be claimed, an IV report should be completed and sent to the Quality Verifier. Declarations of authenticity from candidate, trainer, IV and/or QV must be signed and maintained as well as a clear audit trail of records from each stage.
2.0 Continuous Professional Development
The Quality Verifier is responsible for ensuring that all internal verifiers, trainers and assessors maintain their occupational and professional competence.
3.0 Design and Development
All significant changes/amendments to pre-approved courses (by external Awarding Bodies) will be notified to those Awarding Bodies and where applicable approval will be sought before changes take place.
4.0 Conflict of Interest
As part of our stringent IQA measures KBJ Training forbids any trainer/assessor/invigilator to train/assess/invigilate any person(s) who are related to them, or any person(s) in whose results the employee may have a vested interest. It is the responsibility of the Lead IV to ensure that allocations are made in a way to ensure this does not happen. In instances where such activities may have happened, this will be deemed as failure to inform KBJ Training of the conflict of interest and the Training Director will internally investigate the incident in question. The investigation should be conducted within 5 days of the reported incident so that appropriate measures can be taken on time. The KBJ Training employee involved will have to supply written information on why this potential conflict of interest was not disclosed previously. All results from the investigation will be shared with the relevant Awarding Body and the mutually agreed decision (between the Awarding Body and KBJ Training) for resolution will be final. The final decision will be given to the relevant employee in writing no later than 5 working days from date of agreement of the resolution. All KBJ Training employees are made aware of this policy within their employment contracts.