Team Leader Quality & Training

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 within the UAE market is highly preferred

Preferred Qualifications

• MBA degree
• Knowledge of Lean Six Sigma or continuous improvement methodologies