Head of Quality Assurance

Head of Quality Assurance Customer Service - United Arab Emirates, AE - Full time - 1021 About Insta Shop Insta Shop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt. Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, Insta Shop has been setting the standard for excellence and convenience in the region.With a dynamic and motivated team fueled by passion and innovation, every day at Insta Shop is an opportunity for growth and success. We champion inclusivity, diversity, and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt, and Greece, and we’re always on the lookout for new talents to join us on our success journey. About the role As a Head of Quality Assurance, you will be responsible for leading the Quality Assurance and Learning & Development in all our operating markets, and vision in the customer service department by designing, developing, and implementing training programs to ensure that team members are equipped with the necessary skills to provide outstanding customer experiences. Day-to-Day Responsibilities Designing, developing, and delivering training programs that align with business objectives and meet the needs of team members across all operating markets. Identifying individual and group development needs within various sub-departments such as User Experience, Merchant Experience, Rider Support, and Escalations team. Analyzing training programs to identify areas of opportunity and learning needs to refine and improve them for maximum effectiveness. Managing team member performance through coaching, counseling, training, and discipline when necessary, alongside other senior managers. Providing guidance and counseling to team members on personal development, career planning, and goal setting. Evaluating the effectiveness of training programs and implementing necessary improvements. Providing regular reports on training activities and outcomes to senior management. Key Qualifications Bachelor’s degree in Business Administration, Human Resources, Education, or a related field. Minimum 5+ years of experience in Learning & Development or training roles, with at least 2+ years in a managerial position. Strong communication skills in English, both verbal and written. Experience with e-learning platforms. Proficiency in MS Office (Word, Excel, Power Point) and Google Workspace (Docs, Sheets, Slides). What you will bring Effective time management and organizational skills. Exceptional interpersonal and problem-solving skills. Ability to manage multiple tasks and priorities efficiently. An innovative approach to developing engaging and impactful training programs. Ability to evaluate training effectiveness and recommend improvements. #J-18808-Ljbffr