Contact Centre Governance & Excellence Manager
Skills
About This Role
Overview
- ***ROLE & RESPONSIBILITIES***
- We are seeking an experienced and strategic Process Excellence, Quality & Training Manager to lead the Quality, Training Governance, and Continuous Improvement functions for a large-scale healthcare contact centre operation (300+ seats) across Abu Dhabi and the Northern Emirates.
- The role will drive the implementation of Best-in-Class Service Standards by establishing robust quality frameworks, governance models, standardized operating procedures, and performance improvement initiatives that enhance patient experience and operational efficiency.
- Key responsibilities include leading the Quality Team, governing quality monitoring and calibration processes, identifying service gaps, reducing repeat calls, improving First Contact Resolution (FCR), and driving process optimization across customer journeys. The role will also oversee training governance, ensuring onboarding, refresher, and corrective training programs are aligned with operational quality outcomes and measurable performance improvements.
- The incumbent will work closely with Operations, Digital, Knowledge Management, and Leadership teams to implement sustainable process improvements, standardize knowledge management practices, support AI-enabled service initiatives, and ensure alignment with COPC performance management standards.
- The ideal candidate will possess strong leadership, analytical, and stakeholder management capabilities, with proven experience leading quality and process excellence functions within contact centres, preferably in healthcare or regulated environments.
Requirements
- Bachelor’s degree in Business Administration, Operations, Quality, or related field
- 6–10 years of experience in Contact Centre Quality, Governance, or Process Excellence
- Experience managing quality frameworks and continuous improvement initiatives
- Strong expertise in quality analytics, governance, SOPs, and training oversight
- COPC framework experience is highly preferred
- Healthcare industry experience will be an added advantage
- Pay: AED12,000.00 - AED15,000.00 per month
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