Quality, Training
احفظ هذه الوظيفة وحافظ على تنظيم بحثك
قم بإنشاء حساب مجاني لحفظ الوظائف وإنشاء التنبيهات والعودة إلى هذه القائمة من لوحة التحكم الخاصة بك.
Build and continuously enhance QA frameworks call audit scorecards and compliance monitoring tools Define quality benchmarks aligned with business client and regulatory expectations Drive routine call evaluations and deep-dive quality audits to flag gaps and root causes Lead calibration sessions and align stakeholders on quality standards and audit scoring Generate quality insights and recommend tactical improvements for better contact outcomes
Training & Agent Enablement
Design and deliver onboarding training for new joiners (tools policies product soft skills) Roll out refresher programs and learning interventions based on audit findings or process changes Create SOPs knowledge aids and micro-learning content to support continuous development Monitor training effectiveness through post-training evaluations and agent performance trends
What You Bring:
3 years in QA or training roles preferably within collections BPO or contact center environments Hands-on experience setting up QA processes and training structures from the ground up Strong command of regulatory and compliance standards relevant to collections Confident communicator with strong documentation and facilitation skills Fluent in at least one other language (Arabic Hindi or Urdu) Arabic highly preferred Excellent English skills (written & spoken) Proficient in Excel QA platforms (e.g. Genesys/NICE) and learning management systems
Why Join Us This role is not just about auditing or training it's about owning and shaping how quality is defined delivered and sustained across the entire Collections operation. You'll be empowered to build lead and leave a lasting mark.
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