Quality Assurance and Training Manager
Keeta
Employer Active
Posted on 9 Apr
Send me Jobs like this
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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.
Desired Candidate Profile
1. Bachelor's degree or above.
2. 4+ years of experience in quality assurance and/or training roles, with at least 1 year of team management experience; contact center / BPO background preferred.
3. Fluency in Urdu and English is mandatory; proficiency in other Pakistani dialects (e.g., Punjabi, Sindhi, Pashto) is a strong advantage; Arabic proficiency is preferred.
4. Strong command of QA methodologies and customer service best practices.
5. Advanced skills in instructional design, data analysis, and report writing.
6. Familiarity with quality monitoring tools, CRM systems, and reporting platforms.
7. Excellent communication and interpersonal skills with the ability to deliver constructive feedback across cultures and levels.
8. Current residents of Dubai are strongly preferred; flexibility to travel within GCC and other regions as required.
Keywords
- Quality Assurance And Training Manager
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
Keeta
Be part of something bigger join Keeta and help shape the foundation of our offshore strategic operations. You'll have the rare opportunity to build a world-class quality and training system from the ground up, collaborate with top-tier talent from around the globe, and directly influence the customer experience and business growth trajectory. We offer significant professional growth opportunities within a fast-expanding global organization.