About Project

The Subject Matter Expert (SME) identified the need for updates to the existing onboarding training, Root Cause Analysis (RCA v3). This decision was prompted by insights gathered from the internal tool, Quality Audit Platform, which revealed that users of the platform, specifically Quality (QA) personnel and Moderators, were encountering challenges due to gaps in their knowledge. The knowledge gap resulted in issues such as the excessive use of specific filters like "people error" by QA personnel and the accumulation of expired appeals by Moderators who failed to prioritize appeals with the shortest time remaining.

Analysis & Development

During our one-on-one meetings, the SME shared various instances of knowledge gaps among employees and pointed out several shortcomings in the existing RCA v3 training. For instance, the current training lacked learner engagement as it followed a passive "click and learn" approach in the eLearning format. Following my discussions with the SME and a thorough examination of the Audit Platform Tool, I successfully crafted a training solution that addressed the specific concerns raised by the SME. I developed an immersive, scenario-based eLearning module that simulated the daily workflows of both Moderators and Quality Specialist (QA) while minimizing potential risks. Learners were placed in situations where they had to make decisions as they would in their day-to-day tasks, allowing them to witness the consequences of their actions. For instance, failing to prioritize appeals with the shortest expiration time resulted in the filter with the least time remaining expiring.