Quality Assurance Policy

Last Updated: 1st November 2026

1. Introduction
ExperTrain Limited is a UK-based training provider specialising in Microsoft applications, data and analytics, project management tools, IT and technical certifications, leadership and professional development courses.

This Quality Assurance Policy sets out our commitment to maintaining high standards of training, consistency of delivery, learner satisfaction and continuous improvement across courses delivered directly by ExperTrain and through our training partners.

Where courses are delivered against externally defined training standards or accreditation requirements, including CITB Short Duration Training Standards, additional quality assurance arrangements apply to ensure the relevant requirements are met.
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2. Governance and Responsibilities
Overall responsibility for quality assurance sits with the Operations Director, who:

• Approves new courses and training programmes.
• Selects, onboards and reviews trainers and delivery partners.
• Oversees course content and delivery arrangements.
• Reviews learner feedback and client satisfaction.
• Coordinates quality monitoring and corrective actions.
• Maintains oversight of training quality and continuous improvement.
• Conducts and documents an annual management review of training provision and quality assurance arrangements.

Trainers and delivery partners are expected to follow ExperTrain's relevant policies, including Equality and Diversity, Data Protection, Modern Slavery and Health & Safety.

Responsibilities for internal quality assurance, assessment and monitoring of externally assured training are documented separately, in accordance with the applicable scheme requirements.

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

• Client requirements and role profiles.
• Relevant vendor guidance, syllabi and accreditation frameworks.
• Industry standards and current professional practice.
• Trainers' subject knowledge and experience.
• Delegate feedback and changing training needs.

For courses aligned with externally defined training standards, ExperTrain maintains appropriate mapping documentation to demonstrate how the course content, learning activities and assessments address the required outcomes.

Course materials are reviewed when standards, technologies, legislation or relevant industry requirements change. Updates are communicated to trainers as appropriate.

4. Trainer Selection, Vetting and Continuing Professional Development
ExperTrain engages trainers who demonstrate:

• Appropriate subject-matter expertise and professional experience.
• Relevant qualifications where required.
• Experience delivering instructor-led training in virtual or classroom environments.
• The ability to adapt training to different audiences and learning needs.

Trainer selection and approval may include:

• Review of CVs and professional experience.
• Verification of qualifications and certifications.
• References where appropriate.
• Review of previous training delivery experience.
• Observation of a training session or pilot course where appropriate.

For externally assured training, additional approval checks are undertaken in accordance with the applicable scheme requirements. These may include verification of occupational competence, teaching qualifications and continuing professional development.

ExperTrain expects trainers to maintain their professional knowledge through appropriate CPD activities.

Where required by an external training scheme, evidence of trainer qualifications, competence, approval and CPD is retained and made available for quality assurance review.

5. Delivery Standards
ExperTrain expects training to be delivered professionally, consistently and in accordance with the published course objectives.

Our standard delivery arrangements include:

• Courses starting and finishing at the agreed times, with appropriate breaks.
• Joining instructions and prerequisites communicated in advance.
• Delegate numbers appropriate to the course content and delivery method.
• Appropriate use of demonstrations, exercises, discussion and practical activities.
• Opportunities for delegates to ask questions and receive feedback.
• Suitable training materials and resources.

Live online training is primarily delivered using Microsoft Teams, with facilities such as screen sharing, chat, live captions and interactive activities used where appropriate.

Contingency arrangements are considered for technical difficulties or other circumstances affecting course delivery.

Where training is delivered against an external standard, the relevant requirements for course duration, delegate numbers, learning outcomes, delivery resources and assessment must also be followed.

6. Materials and Learner Support
Depending on the course, delegates may receive:

• Course manuals or reference guides.
• Exercise files and practical learning resources.
• Supporting presentations or worksheets.
• Links to additional learning resources.
• Agreed post-course support.

Training resources are selected and maintained to support the published learning outcomes.

Where an external training standard specifies particular materials, practical activities or assessment requirements, these are incorporated into the course delivery arrangements.

Any reasonable adjustments required by delegates are considered in advance wherever practicable.

7. Accessibility, Equality and Diversity
ExperTrain is committed to providing an inclusive learning environment and complying with the Equality Act 2010.

Reasonable adjustments may include:

• Accessible training materials.
• Additional time for learning activities.
• Live captions during virtual training.
• Adjustments to training methods or delivery arrangements.
• Appropriate support for individual learning needs.

Requests are considered individually, taking account of the delegate's needs and any applicable accreditation or assessment requirements.

Trainers and delivery partners are expected to follow ExperTrain's Equality and Diversity Policy.

8. Feedback, Evaluation and Performance Monitoring
‍ExperTrain collects structured delegate feedback following training courses, covering areas such as:

• Overall satisfaction.
• Achievement of learning objectives.
• Trainer effectiveness.
• Relevance and usefulness of training content.
• Quality of materials and learning activities.
• Suggestions for improvement.

Feedback is reviewed to identify trends, areas of concern and opportunities to improve training provision.

We also consider client feedback, repeat bookings and ongoing client relationships as indicators of training quality.

For externally assured training, additional monitoring may include reviews of course records, assessment evidence, trainer performance and compliance with the applicable training standards.

Quality monitoring activities and findings are documented in accordance with the relevant internal procedures.

9. Continuous Improvement and Internal Quality Assurance
‍Quality assurance is an ongoing process involving the review of training delivery, delegate feedback, course materials and operational procedures.

ExperTrain's approach includes:

• Reviewing feedback and reported concerns.
• Updating course outlines and training resources.
• Communicating relevant improvements to trainers.
• Monitoring compliance with applicable training standards.
• Identifying and documenting corrective actions where necessary.
• Reviewing the effectiveness of improvements.

For externally assured training, a documented internal quality assurance process is maintained, supported by an appropriate monitoring and sampling schedule.

The monitoring arrangements are proportionate to the volume and nature of training delivered, while meeting the requirements of the relevant awarding or assurance body.

Where issues are identified, corrective actions are recorded, responsibilities assigned and progress reviewed.

The Operations Director conducts an annual management review of training quality, monitoring findings, feedback, complaints, corrective actions and opportunities for improvement. Findings and agreed actions are documented.

10. Subcontractor and Partner Quality Assurance
‍ExperTrain works with selected freelance trainers and established training partners to deliver its course portfolio.

For specialist or accredited programmes delivered through partner organisations, ExperTrain remains responsible to the client for the services it contracts to provide.

Our approach includes:

• Considering the qualifications, experience and suitability of delivery partners.
• Reviewing relevant accreditations and delivery capabilities.
• Establishing appropriate contractual and service arrangements.
• Monitoring delegate feedback and client satisfaction.
• Addressing performance concerns and agreeing corrective actions where necessary.

Where training is subject to external approval, any relevant restrictions or requirements concerning subcontracting, personnel approval and quality assurance are followed.

Freelance trainers delivering ExperTrain courses are expected to comply with relevant company procedures and applicable training standards.

11. Complaints and Issue Resolution
ExperTrain is committed to handling complaints and concerns fairly, promptly and professionally.

Where a client or delegate raises a concern, we:‍‍

1. Acknowledge the issue and gather relevant information.
2. Review the circumstances and consider the views of those involved.
3. Agree appropriate remedial action where necessary.
4. Record the complaint, investigation and outcome.
5. Identify opportunities for improvement and follow up agreed actions.

Where training is delivered under an external assurance or accreditation scheme, any applicable requirements for complaints, appeals, malpractice reporting or escalation are followed.

Separate internal procedures address formal appeals, suspected malpractice, whistleblowing and conflicts of interest where required.‍‍

12. Compliance, Records and Data Protection
ExperTrain is registered with the Information Commissioner's Office and holds Cyber Essentials certification.

We maintain appropriate arrangements to protect personal and commercial information, in accordance with UK data protection legislation.

Training-related information is handled securely, accessed only by authorised personnel and retained in accordance with applicable legal, contractual and training scheme requirements.

For externally assured training, additional records may include:‍‍

• Trainer approval and qualification evidence.
• Course mapping and training resources.
• Booking and joining information.
• Delegate attendance and identification checks.
• Assessment and achievement records.
• Learner feedback.
• Quality monitoring and corrective actions.

Required records are maintained and made available to authorised external quality assurance personnel in accordance with the applicable scheme rules.

Where required, delegate achievements are submitted to the relevant awarding or registration body within the specified timescales.

‍Policy Owner: Operations Director, ExperTrain Limited

‍Review Frequency: At least annually, or sooner following significant changes to legislation, accreditation requirements or business operations.‍‍