AVP, Training & Quality.Injaz - CXC - RBG - Service and Governance.Client Experience & Conduct Group

Mashreq Corporate & Investment Banking Group; United Arab Emirates; On-site; AED 250,000 - 300,000; Full time

Job summary

A leading banking institution in the United Arab Emirates is looking for an AVP, Training & Quality Manager. In this executive role, you will oversee the design and delivery of training programs, ensuring high-quality customer service and product delivery. Candidates should have a relevant degree and extensive experience in call center operations and training. This full-time position is critical for aligning employee development with the organization's goals.

Qualifications

• 7-8 years of experience in call center operations.
• 3-4 years of experience in training roles.
• Positive attitude and effective communication skills.

Responsibilities

• Design, deliver, and evaluate training programs.
• Identify training needs through assessments.
• Develop and manage training budgets.
• Implement quality management system.
• Analyze agent behavior using CRM data.

Skills

Excellent presentation and communication skills

Knowledge of banking systems and services

Ability to train effectively

Team leadership

Analytical skills using CRM data

Education

University graduate

Tools

PC-based tracking systems

Job description

AVP, Training & Quality.Injaz - CXC - RBG - Service and Governance.Client Experience & Conduct Group

Join to apply for the AVP, Training & Quality.Injaz - CXC - RBG - Service and Governance.Client Experience & Conduct Group role at Mashreq Corporate & Investment Banking Group

Position Overview

The Training and Quality Manager will be responsible for ensuring the highest standards of quality across processes, customer service, and product delivery. This role involves overseeing the development, implementation, and ongoing enhancement of training programs to equip employees with essential skills and knowledge. The individual will act as a proactive leader, driving quality initiatives and fostering a culture of excellence by aligning employee development with organizational goals.

Key Responsibilities

• Design, deliver, and evaluate training programs to improve employee skills, performance, and product knowledge.
• Identify training needs through assessments, performance evaluations, and feedback mechanisms.
• Collaborate with department leaders to ensure training materials are current, relevant, and aligned with industry standards.
• Develop and manage training budgets to optimize resources and control costs.
• Develop and implement a comprehensive quality management system aligned with bank standards and industry best practices.
• Monitor performance metrics to ensure consistent delivery of high-quality services and processes.
• Identify quality issues, implement corrective actions, and conduct regular audits to ensure compliance.
• Foster a culture of continuous improvement by introducing process enhancements and best practices.
• Lead root cause analysis efforts and propose effective solutions to complex quality challenges.
• Use reports and data analytics to monitor performance and drive necessary changes.
• Provide product and system training to new employees across relevant departments.
• Provide leadership and guidance to the training and quality teams, ensuring alignment with company objectives.
• Act as a liaison between management and staff, promoting a positive learning environment and clear communication of quality standards.
• Prepare reports and presentations for senior management on training and quality initiatives.
• Introduce modern learning methodologies, such as blended and interactive learning techniques, to enhance employee engagement.
• Train agents on new technologies and customer service best practices, ensuring alignment with company goals.
• Personalize customer interactions using AI and automation tools.
• Analyze agent behavior and practices using CRM data.

Qualifications

University graduate.

Minimum 7-8 years of experience in call center operations.

At least 3-4 years of experience in training roles.

Excellent presentation and communication skills.

Knowledge of banking systems, applications, products, processes, and services.

Familiarity with PC-based tracking systems.

Positive attitude and effective communication skills.

Ability to speak clearly, listen actively, and understand verbal information.

Additional Details

Seniority level : Executive

Employment type : Full-time

Job function : Human Resources

Industry : Banking

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