Job Description & How to Apply Below
Responsibilities
- Lead and manage the Quality Assurance function across customer support operations
- Develop quality standards, scorecards, audit processes, and feedback mechanisms
- Design and deliver onboarding, product, systems, compliance, and soft skills training programs
- Analyze operational metrics including Quality Scores, CSAT, FCR, AHT, and escalation rates
- Partner with cross-functional teams to align quality and training initiatives with business objectives
- Lead, mentor, and develop the Quality & Training team
- Oversee the effective use of CRM systems, LMS platforms, and quality monitoring tools
- Bachelor's degree in Business Administration, Data Science, Statistics, or a related field
- Minimum 10 years of experience in Customer Support Operations, Quality Assurance, Training, or L&D
- Proven experience designing enterprise-wide quality assurance and training programs
- Strong experience within digital and omni-channel customer support environments
- Excellent knowledge of quality frameworks, adult learning principles, and instructional design
- Strong analytical, reporting, and problem-solving skills
- Experience with CRM platforms, LMS solutions, and BI tools
- Experience with in the UAE market is highly preferred
- MBA degree
- Knowledge of Lean Six Sigma or continuous improvement methodologies
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