Within the first year of DQS Academy, we have seen new courses, new instructors, and other updates that aid in “turn[ing] systems from uninspiring tasks into [cultures] of advancement,” to quote the tagline. But when it comes to those who make those updates into reality, most do not see or know who is doing that work. So, we look forward to introducing the members of the DQS Academy team and showing a snippet of what work goes into creating and scheduling courses, and making sure that each training can focus on the content rather than what may pop up along the way.
For this entry, we focus on Allison Ramos, DQS Academy Coordinator, who many may recognize if they have taken a DQS Academy course within the past year. Whether it’s an ISO 9001 training course or ESG Sustainability Assurance Practitioner training course, you may have seen, or heard, Allison in your courses or seen a response in the chat, as she is the moderator for most, if not all, courses.
Allison started at DQS Inc. by applying after “a colleague suggested this position” and also gives props to “timing and luck.” She previously managed customer service teams in a “niche technology company” and gives her “14 years in service/client experience” the reason for her success in her current role as DQS Academy Coordinator. She states, “I felt prepared with the handling [of] different types of people and being open to using new applications, tools.” We see this acumen within her moderation of courses, being able to handle technical difficulties and being attentive to questions.
When it comes to moderating ISO training courses, it takes more than saying “hello” and sending emails. Allison explains the responsibilities of the moderator as follows:
"The course moderator is responsible for monitoring class behaviors and providing support in terms of using the learning management system (LMS). Where I am usually quiet most of the time, I do react to the conversation or engagement. The instructor/facilitator is mainly responsible for engagement, but I find that when I react to the learners’ participation, they are more likely to continue to participate. I want to make sure each learner feels heard or “seen” in the class while ensuring everybody remains on their best behavior."
And while moderating, times of technical difficulties may arise. Allison makes sure to “approach technical difficulties right from the start” to ensure that all participants can focus fully on the training. And if the technical difficulties are on the participant side, she makes sure to work one-on-one with the participant to address the issue and provide options to move forward. But what happens if the engaging course is a bit quiet on the engagement? Allison steps in to “engage and talk during the course” because “nothing is more painful than hearing crickets on the other side of the course.” Engagement is a large part of DQS Academy’s courses and without engagement, a large part of the experience is lost; not only is there engagement with the participants, but it stems from the instructors themselves.
Since Allison sits in on most ISO trainings and works with instructors for scheduling courses which gives her the chance to see their work from an internal and external perspective:
"The DQS US Academy instructors are very personable and have a lot of personality! One of the most fun parts of training is the introduction! I get to highlight the instructors as the individuals past their auditor/instructor self. Aside from that, their breadth of experience is incredible. The questions asked usually have real-life situations/examples as part of the answer – and that experience is so much more valuable than the material itself!"
She collaborates with the instructors and SMEs (subject matter experts) to provide ideas on the learning experience. Although the instructors and SMEs are experts with ISO training courses and other standards, having another person in between the instructor and participant helps with adding another perspective. By being responsive and open to ideas, she “make[s] sure they feel supported and that their ideas for improvement are recorded and implemented to the best of [her] abilities.” Collaboration between all parties gives DQS Academy the opportunity to continue to shape the needs of the participants based on feedback and experience.
Registrations are not the only thing that makes courses successful. Sure, the increase in the number of learners in a course means a course is doing well, but it’s also what those participants offer. With the post-course survey, participants and instructors have the opportunity to share their experience and thoughts about the course that can be used for future development. As DQS Academy Coordinator, Allison goes through the surveys. Here is what she states about going through the survey results:
“It is really good to share feedback with the instructors and our team on how good our instruction is, or what we can improve on. I personally read those comments and look for ways to improve.”
When asked what feedback led to meaningful changes, she goes into how to better the learner’s experience:
"One of the learners suggested a quick how-to on using our LMS and I didn’t realize how important that is right from the start. Our course materials are housed in our LMS which many learners do not log into until they realize they must take a test/exam to complete the course. Since then, I’ve been very forthcoming with that information and have included a video on how to use the LMS. If there are any questions, I also make myself available for a demonstration at the very beginning of the course."
And as DQS Academy continues to grow and expand globally, that feedback is integral to formatting future courses and upgrading current courses. Allison states that as DQS Academy expands globally, she will “need to understand cultural differences across the different DQS organizations and the learners they bring with them. However, it is not only the feedback that gives DQS Academy the opportunity to grow, but also the hands-on experience with the learners and instructors that Allison has close contact with. When asked about memorable experiences or interactions, she details two types:
“With the instructors, I cherish those end-of-course/day chats – what worked best, what other things we can incorporate into the course. I have gotten along with every instructor I’ve spoken to, which is good. I call it a personal win when I feel like I have personally connected with the instructors – knowing their lives outside of DQS Academy.”
“With learners, memorable engagements are a little bit unusual. But there is one organization from Texas who has sent two individuals through our ISO 9001 training courses and each of them has been such a delight to talk to. With one of the learners, I had a bout of miscommunication, but it ended up being a learning and growing experience for both of us and she walked away with certificates across our ISO 9001 course catalog!”
Allison is a great asset to not only the DQS Academy team, but a great part of DQS Inc. as a whole. As the team continues to make great strides and developments, she has the special opportunity to work closely with those who are in the courses and take those experiences to better all that DQS Academy has to offer.
As a final question for Allison, we asked if there was anything else she would like to share about being a moderator for courses:
“I’m having a lot of fun doing this – coordinating and moderating for DQS Academy. I want to make sure people – the instructors, learners – feel that when they attend a course. So, sign up for courses! We have so much in store for our customers in the upcoming months!”
We’re excited to see Allison continue within her position and grow with DQS Academy. With more courses to moderate, instructors to schedule, and learners to interact with, we are excited to see how her position takes on this growth and handles the challenges that come with it.
If you’re looking to training and seeing the great work that the DQS Academy instructors and Allison do each day, register for courses by visiting dqsacademy.com. Looking to learn more about the certifications that the trainings stem from? Visit our certification section of the website for more information. Ready to talk to someone to get started with the certification process or private courses? Contact sales below or email sales.us@dqs.de.
DQS Newsletter
Stay informed and subscribe to our newsletter!
Author
Robyn Daiss
She is a graduate of the University of Texas at Austin with a B.A. in American Studies. She uses her diverse experience in development, administration, and more to provide engaging content and information for those pursuing continuous growth in their businesses with certifications and training.
Loading...