Quality, Training & Process Development Lead
ClearGrid
Date: 12 hours ago
City: Dubai
Contract type: Full time
We’re on the lookout for a driven Quality, Training & Process Development Lead to take full ownership of our quality framework, agent training, and process optimization across the Collections function. If you’re someone who thrives on building from scratch, driving consistency, and coaching teams toward excellence — this one’s for you.
What You’ll Be Doing:
Quality Assurance & Process Setup
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.
What You’ll Be Doing:
Quality Assurance & Process Setup
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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