Customer Care Quality & Training Lead

AppliedAI; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading AI technology company in Abu Dhabi is seeking a Quality & Training Lead to oversee quality assurance processes and develop training programs for the Customer Care team. This position requires strong communication, coaching skills, and a solid background in customer care operations. Successful candidates will have a bachelor's degree and several years of relevant experience. The role offers an opportunity to significantly impact service excellence.

Qualifications

• 4–6 years of experience in Customer Care, with at least 2 years in QA, Training, or Team Lead roles.
• Strong knowledge of customer service operations, KPIs, and SOPs.
• Ability to translate data into insights.

Responsibilities

• Oversee quality assurance processes for customer interactions.
• Develop and deliver training programs for new agents.
• Produce regular QA and training reports for leadership.

Skills

Excellent communication skills

Coaching ability

Analytical mindset

Education

Bachelor’s degree in Business or Communication

Tools

CRM systems

Contact center systems

E-learning tools

Job description

About Us

The Applied AI Company (AppliedAI) is a pioneering AI technology company headquartered in Abu Dhabi, committed to innovation and excellence in artificial intelligence solutions in regulated industries such as healthcare, insurance, government, and financial services.

Position Overview

The Quality & Training Lead will be responsible for driving service excellence across the Customer Care team by overseeing quality assurance processes, training programs, and agent development. This role ensures that every customer interaction meets AppliedAI’s service standards while building the skills and capabilities of the team.

Key Responsibilities

Quality Assurance

• Develop, implement, and maintain a QA framework for all customer interactions (calls, emails, WhatsApp).
• Monitor and evaluate agent performance against KPIs and quality standards.
• Provide regular feedback sessions and coaching to improve performance.
• Identify trends in customer issues and propose process or training improvements.
• Collaborate with supervisors and managers to align QA insights with team goals.

Training & Development

• Design and deliver onboarding programs for new agents.
• Develop ongoing training modules (product knowledge, systems, soft skills).
• Create a continuous learning culture through refresher courses and knowledge-sharing sessions.
• Maintain updated training materials, SOPs, and guidelines.
• Partner with management to identify skill gaps and build development plans.

Reporting & Insights

• Produce regular QA and training reports for leadership.
• Highlight strengths, weaknesses, and opportunities for improvement.
• Measure training effectiveness through performance outcomes and customer satisfaction scores.

Requirements

• Bachelor’s degree in Business, Communication, or related field (preferred).
• 4–6 years of experience in Customer Care, with at least 2 years in QA, Training, or Team Lead roles.
• Strong knowledge of customer service operations, KPIs, and SOPs.
• Excellent communication, coaching, and presentation skills.
• Analytical mindset with ability to translate data into insights.
• Familiarity with CRM, contact center systems, and e-learning tools.

Key Competencies

• Customer Focus: Committed to improving the customer experience.
• Leadership: Ability to guide, mentor, and inspire a team.
• Analytical Skills: Strong ability to assess trends and recommend improvements.
• Communication: Clear, empathetic, and persuasive communication style.
• Adaptability: Able to adjust to evolving business needs and technologies.

What Success Looks Like

• Consistently high QA scores across all channels.
• Agents demonstrate clear improvement post-training and coaching.
• Reduction in repeat issues and escalations.
• Positive feedback from agents on the effectiveness of training.