Quality and Training Manager

Job description

Key Responsibilities

• Lead and manage the CX Quality team to ensure consistent service quality.
• Define, implement, and maintain quality frameworks, scorecards, and Standard Operating Procedures (SOPs).
• Ensure compliance with CX quality standards, COPC requirements, and client Service Level Agreements (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 to ensure fair, consistent, and accurate quality scoring.
• Review trends and address evaluator bias or performance gaps.
• Analyze quality results, CSAT, NPS, and Voice of Customer (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 and 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 and identify training needs.
• 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.
• Required Experience
• 2-5 years of experience in a relevant quality governance or management role.

Work Environment

• This role is based in Riyadh, Saudi Arabia, within a dynamic and forward-looking environment that values impact and growth.

Qualifications

• 2-5 years of experience in a relevant quality governance or management role.
• Work Environment
• This role is based in Riyadh, Saudi Arabia, within a dynamic and forward-looking environment that values impact and growth.