Quality Assurance and Training Manager

1. Quality Management: Systematically monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs. Identify quality risks and failures, design corrective and preventive action plans, and communicate findings to the team and management. Conduct root cause analysis on errors and complaints, and collaborate with cross-functional teams to implement systemic improvements. Analyze DSAT and complaint data to identify trends and drive process optimizationLead calibration sessions to ensure consistent quality standards across all teams.

2. Training & Development: Design and develop comprehensive training materials, course agendas, facilitator guides, and interactive content tailored to GCC market customer service operations. Lead end-to-end training needs analysis, drawing insights from performance data, audits, and agent feedback to identify skill and knowledge gaps. Deliver onboarding, upskilling, process update, and product knowledge training sessions to new hires and existing staff. Adapt delivery style and content for diverse multilingual and multicultural audiences to maximize comprehension and engagement. Establish and manage the training certification process, ensuring only certified agents go live.

3. Team Leadership & Collaboration: Lead the Quality & Training team, setting work plans, assigning tasks, and coaching team members' growth. Collaborate closely with BPO training teams to monitor and ensure training quality and consistency across all sitesIdentify operational pain points through floor walks, call listening, and coaching activities; develop targeted training solutions. Regularly report to management on quality metrics, training effectiveness, agent performance trends, and CSAT scores. Champion a culture of quality, accountability, and continuous improvement within the customer service function.