Quality Assurance Policy

Last Updated: 14th March 2025

1. Introduction
ExperTrain Limited is a UK-based training provider specialising in Microsoft Office 365, data and analytics, project tools and professional development courses for public sector, charity and corporate clients.

This Quality Assurance Statement sets out how we ensure the quality, consistency and continuous improvement of all training and learning services delivered by ExperTrain and our training partners.
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2. Governance and responsibilities
Overall responsibility for quality assurance sits with the Operations Director, who:

• Approves new courses and programmes.
• Selects, onboards and reviews trainers and delivery partners.
• Monitors learner feedback and client satisfaction.
• Oversees corrective actions and continuous improvement.

All trainers and partners are required to follow ExperTrain’s policies on Equality, Diversity and Inclusion, Data Protection, Modern Slavery and Health & Safety as applicable.

3. Course design and review
Our courses are designed around clear, practical learning outcomes and are informed by:

• Client requirements and role profiles.
• Vendor guidance and syllabi (for example Microsoft and other accredited frameworks delivered via our partners).
• Our trainers’ experience of what learners find most challenging in practice.

4. Trainer selection, vetting and CPD
We only engage trainers who can demonstrate:

• Strong subject-matter expertise in their specialist area.
• Proven experience of delivering instructor-led training (virtual and/or classroom).
• The ability to tailor content and examples to different audiences.

New trainers and partners are onboarded through:

• Review of CVs and professional history.
• References where appropriate.
• Observation of a sample session or delivery of a pilot course.

We expect trainers to maintain their skills and knowledge through ongoing CPD, including staying up to date with changes in Microsoft 365, data tools and learning methods. Where appropriate, we support this with access to updated materials and briefings.

5. Delivery Standards
Our standard delivery expectations include:

• Courses start and finish on time, with appropriate breaks.
• Clear joining instructions provided in advance, including any prerequisites.
• A maximum delegate number appropriate to the course type and delivery mode (typically 8–12 for virtual Microsoft courses to allow interaction and support).
• Active use of questions, demonstrations, practical exercises and discussion.

For virtual delivery (our primary mode), we use Microsoft Teams and:

• Encourage cameras and interaction where feasible.
• Use chat, polls and screen sharing to support engagement.
• Have contingency plans if connectivity issues arise (for example dial-in audio, rescheduling where necessary).

6. Materials and learner support
Depending on the course, delegates may receive:

• A course manual or quick reference guide (for example for Microsoft Excel).
• Exercise files and sample data sets used during the course.
• Links to further learning resources where appropriate.

Post-course support arrangements are agreed with each client and may include email access to the trainer for a defined period for follow-up questions, or short follow-up sessions.

7. Accessibility, Equality and Diversity
We are committed to making our training inclusive and accessible and to complying with the Equality Act 2010.Where notified in advance, we make reasonable adjustments such as:

• Providing materials in accessible formats.
• Allowing additional time for activities.
• Making use of live captions in Microsoft Teams.
• Adapting examples or activities to meet cultural or organisational needs.

All trainers and partners are expected to follow our Equality, Diversity and Inclusion Policy.

8. Feedback, evaluation and performance indicators
‍We collect structured feedback from delegates after each course, covering:

• Overall satisfaction.
• Perceived achievement of learning objectives.
• Trainer effectiveness.
• Relevance and usefulness of content and materials.
• Suggestions for improvement.

We review feedback regularly to identify:

• Courses or topics requiring update.
• Trainers who may benefit from additional support or sharing of best practice.
• Opportunities to develop new courses based on demand.

We also monitor repeat bookings and long-term client relationships as indicators of sustained quality.

9. Continuous improvement
‍Quality assurance is an ongoing process. At regular intervals we:

• Review feedback and any issues raised.
• Update course outlines and materials.
• Share improvements and lessons learned with trainers and partners.
• Align course content with changes in software, legislation or organisational needs.

Where any significant issue is identified, we agree corrective actions, implement them promptly and monitor the impact.

10. Subcontractor and partner quality assurance
‍Some courses, particularly specialist or accredited programmes (for example certain Microsoft technical, PRINCE2 or ITIL courses), are delivered via carefully selected training partners.
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In these cases, ExperTrain acts as the prime contractor and remains responsible to the client for service quality. We:

• Undertake due-diligence checks on partners’ experience, accreditations and policies.
• Maintain written agreements covering service standards, learner experience and data protection.
• Monitor feedback on partner-delivered courses alongside our own.
• Require partners to pay their supply chain promptly and to meet appropriate cyber security standards, including Cyber Essentials where in scope.

11. Complaints and issue resolution
If a client or delegate is dissatisfied with any aspect of a course, we:‍‍

1. Encourage them to raise the concern as early as possible (during or immediately after the course).
2. Acknowledge the issue promptly and gather all relevant information.
3. Agree appropriate remedial action, which may include follow-up support, additional training or other remedies as appropriate.
4. Record the issue and outcome and feed learning into our continuous improvement process.

12. Compliance and data protection
ExperTrain holds Cyber Essentials certification and follows internal procedures designed to protect client and learner data in line with UK GDPR. Training-related data is held securely, only accessed by authorised personnel and retained in line with our data retention policies.‍‍