Quality and Training Lead

Job Responsibilities

• Oversee the quality team and ensure that QA audits the required transactions on a weekly/monthly basis.
• Ensure the team shares feedback with agents on critical errors and documents them via email.
• Prepare the Monthly Review deck for all clients and deliver a brief presentation.
• Respond to RFPs with relevant questions related to quality and training domains.
• Forecast audit counts monthly and distribute workload evenly among team members.
• Participate in the Monthly Business Review (MBR) with clients, either at our location or theirs, and present data.
• Conduct periodic internal and client calibration sessions, ensuring variance does not exceed ±5%.
• Perform regular dip checks across agents and share reports with clients.
• Administer Monthly Product Knowledge Tests focusing on frequently marked attributes.
• Share Training Needs and Improvements (TNI) with trainers and ensure periodic training for agents.
• Conduct soft skills and language training for new joiners.
• Assist Operations in evaluating candidates through interviews.
• Manage and update SOPs for all clients as processes evolve.
• Share best practices across teams.
• Develop benchmarks using industry metrics, standards, and original concepts.
• Provide performance analysis and trend reports.
• Support ad hoc reporting requests from Senior Management.

Requirements (Qualifications and Specifics)

• Proven experience in quality management, preferably in the BPO industry, with at least 6 years of industry experience.
• Strong analytical and problem-solving skills, with a data-driven decision-making approach.
• Excellent communication and interpersonal skills, capable of engaging with all staff levels and clients.
• Familiarity with quality management frameworks (e.g., Six Sigma, ISO) and quality assurance tools.
• Proficiency in English and Arabic (both spoken and written) is mandatory.
• COPC certification is an advantage.