Quality and Training Manager

Since 2004, 2P has been a leader in Saudi Arabia's ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

We are seeking an experienced, driven CX Quality Governance & Standards Manager to lead our Customer Experience (CX) Quality function and ensure consistent service excellence across all channels.

• Lead and manage the CX Quality team to ensure consistent service quality.
• Define, implement, and maintain quality frameworks, scorecards, and SOPs.
• Ensure compliance with CX quality standards, COPC requirements, and client SLAs.
• Support internal and external quality audits and compliance reviews.

• Oversee call, chat, email, and case evaluations across all channels.
• Conduct regular quality calibrations with Operations and clients.
• Ensure fair, consistent, and accurate quality scoring.
• Review trends and address evaluator bias or performance gaps.

• Analyze quality results, CSAT, NPS, and VoC data to identify improvement opportunities.
• Perform root cause analysis and recommend corrective and preventive actions.
• Partner with Operations and Training teams to improve agent performance.
• Track the effectiveness of quality improvement initiatives.

• Coach and mentor Quality Analysts to enhance evaluation and feedback capabilities.
• Support agent coaching through actionable, data-driven insights.
• Identify training needs and collaborate on learning interventions.

• Prepare and present quality dashboards and executive-level reports.
• Share insights, risks, and recommendations with leadership and clients.
• Support quality-related escalations and customer complaint resolutions.

• Continuously improve quality processes, tools, and methodologies.
• Leverage automation, AI, and analytics to enhance quality monitoring.
• Support CX transformation and customer journey improvement initiatives.