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Team Leader Quality & Training

Job in Abu Dhabi, UAE/Dubai
Listing for: Remote DXB
Apprenticeship/Internship position
Listed on 2026-09-29
Job specializations:
  • Quality Assurance - QA/QC
Salary/Wage Range or Industry Benchmark: 90000 - 130000 AED Yearly AED 90000.00 130000.00 YEAR
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
Requirements
  • 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
Preferred Qualifications
  • MBA degree
  • Knowledge of Lean Six Sigma or continuous improvement methodologies
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