The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
LMS Support Ticket Resolution Rate
The percentage of compliance training-related support tickets (e.g., 'I can't access my course', 'My completion isn't showing') that you resolve within our 24-hour service level agreement (SLA).
Target · >95%If 100 tickets come in this month, you'll aim to close at least 95 of them within a day. We'll track this in our helpdesk system.
Accuracy of User Enrollment Data
The precision of manual user enrollments and assignment updates you carry out in the LMS. This means making sure the right people are assigned the right courses, and their data is correct.
Target · >99%If you manually enroll 500 new employees into the Code of Conduct training, we'd expect no more than 5 errors. We'll randomly sample your work to check this.
On-Time Delivery of Standard Reports
The percentage of routine weekly or monthly completion reports (e.g., 'who hasn't finished the Anti-Bribery course?') that you deliver to business leaders by the agreed deadline.
Target · 100%If the Sales Director needs their team's completion report every Monday morning, it needs to be in their inbox by then, every time. No excuses.
Course User Acceptance Testing (UAT) Completion
The percentage of new or updated training courses that you thoroughly test for functionality and accuracy before they go live, catching any bugs or content errors.
Target · 100%Before we launch the new GDPR module, you'll have clicked through every page, checked every quiz question, and confirmed all SCORM data is tracking correctly. If you find a bug, we fix it before anyone else sees it.
Learner Feedback Quality & Responsiveness
How well you handle questions and feedback from employees about training. This isn't just about closing tickets, but about the quality of your responses and whether you spot recurring issues.
- Positive comments in feedback surveys about support received
- your ability to identify common themes in learner queries and flag them to the team for potential course improvements
- clear, helpful responses to direct email queries.
Proactive Identification of Training Gaps
Your ability to spot potential problems or areas where training might be missing or ineffective, even before someone else points it out. This could be from looking at data or just noticing patterns.
- You'll bring ideas to team meetings like 'I've noticed a lot of questions about X, maybe we need a quick FAQ?' or 'The completion rate for Y in Region Z is really low, let's look into why.' It's about thinking ahead.
Effective Collaboration with Subject Matter Experts (SMEs)
How well you work with the various experts (from Legal, HR, IT) who provide content for our training. It's about making their lives easier and getting what you need from them without too much fuss.
- SMEs tell us you're easy to work with and organised
- you manage to get their input on time
- you can translate their technical jargon into something understandable for learners (with their review, of course).
Reliability in Project Support
Your dependability when supporting larger training rollouts or projects. Can the team count on you to deliver your part without constant oversight?
- You'll hit your deadlines for tasks like setting up new courses, managing user groups, or preparing reports. Other team members will say they trust you to get things done independently, freeing them up for other work.