We are seeking an experienced Team Leader – Quality & Training to lead the quality assurance and learning functions within our Customer Support organization. This role is responsible for driving service excellence by developing quality frameworks, leading training initiatives, coaching teams, and implementing continuous improvement programs that enhance customer experience across multiple support channels.
The ideal candidate is a strategic leader with a strong background in customer support operations, quality assurance, and learning & development, capable of managing cross-functional stakeholders while delivering measurable improvements in performance and customer satisfaction.
Key Responsibilities
Quality Assurance
- Lead and manage the Quality Assurance function across customer support operations.
- Develop quality standards, scorecards, audit processes, and feedback mechanisms for calls, chats, emails, and tickets.
- Monitor service quality KPIs, identify trends, and implement corrective actions to improve performance.
- Ensure compliance with company policies, service standards, and regulatory requirements.
Training & Development
- Design and deliver onboarding, product, systems, compliance, and soft skills training programs.
- Assess training effectiveness and continuously enhance learning content and delivery methods.
- Develop coaching plans to improve employee performance and knowledge retention.
- Promote a culture of continuous learning and professional development.
Performance & Continuous Improvement
- Analyze operational metrics including Quality Scores, CSAT, FCR, AHT, training completion, and escalation rates.
- Identify opportunities to improve processes, customer experience, and operational efficiency.
- Apply continuous improvement methodologies such as Lean Six Sigma where appropriate.
- Prepare reports and present insights and recommendations to senior leadership.
Stakeholder Management
- Partner with Customer Experience, Marketing, Digital, Retail, Finance, and HR teams to align quality and training initiatives with business objectives.
- Manage relationships with external training providers, consultants, and Learning Management System (LMS) vendors.
- Facilitate governance meetings, workshops, and cross-functional improvement initiatives.
Team Leadership
- Lead, mentor, and develop the Quality & Training team.
- Set performance objectives, conduct coaching sessions, and support career development and succession planning.
- Foster a collaborative, customer-centric, and high-performance team culture.
Technology & Tools
- Oversee the effective use of CRM systems, LMS platforms, quality monitoring tools, BI dashboards, and customer experience platforms.
- Evaluate new technologies that enhance quality assurance, training delivery, and operational performance.
Requirements
- Bachelor's degree in Business Administration, Data Science, Statistics, or a related field (MBA is a plus).
- Minimum 10 years of experience in Customer Support Operations, Quality Assurance, Training, or Learning & Development.
- Proven experience designing and implementing enterprise-wide quality assurance and training programs.
- Strong experience within digital and omni-channel customer support environments.
- Excellent knowledge of quality frameworks, adult learning principles, instructional design, and coaching methodologies.
- Strong analytical, reporting, and problem-solving skills with experience using performance metrics to drive improvements.
- Experience leading teams and managing cross-functional stakeholders.
- Excellent communication and presentation skills.
- Experience with CRM platforms, LMS solutions, BI tools, and quality monitoring systems.
- Knowledge of Lean Six Sigma or continuous improvement methodologies is an advantage.
- Experience within the UAE market is highly preferred.
What We're Looking For
- Strong leadership and people management skills.
- Customer-centric mindset with a passion for service excellence.
- Strategic thinker with excellent execution capabilities.
- Ability to influence stakeholders across all organizational levels.
- Results-driven with a continuous improvement mindset.