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. #J-18808-Ljbffr