Learning & Development and Quality & Compliance Specialist (Arabic Speaker)

International SOS; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A global concierge and loyalty service provider is seeking an LDQC Specialist to lead the Learning and Development initiatives. This role involves designing effective curricula, implementing training programs, and ensuring compliance with quality standards. Ideal candidates should possess experience in Learning & Development within various industries, including hospitality or banking. Fluency in English and Khaleeji Arabic is mandatory, alongside project management skills for supporting diverse operations. The position offers a highly engaged work culture with opportunities for continuous development.

Benefits

Medical coverage (outpatient and inpatient)

Accessible office location via public transport

Engaged work culture

Opportunities for continuous learning

Qualifications

• Experience in Learning & Development, Quality, and Compliance within operational frameworks.
• Ability to foster a culture of continuous improvement and compliance.
• Proficient in developing innovative training programs.

Responsibilities

• Develop and implement a localized learning plan to accelerate service excellence.
• Enhance team members’ skills through targeted interventions.
• Ensure compliance with quality and operational standards.

Skills

Innovative curriculum design

Project management

Cultural competence

Quality assurance metrics

Training facilitation

Fluency in English

Khaleeji Arabic

Education

Academic credentials in adult learning

Service industry education

Job description

Aspire Lifestyles stands as a premier global provider of Concierge and Loyalty services, dedicated to enhancing client experiences across diverse sectors such as banking, payments, insurance, luxury retail, automobile, and luxury property industries. Rooted in innovation and excellence, Aspire Lifestyles delivers comprehensive solutions including employee concierge services, wellness programs, and advanced digital initiatives designed to enrich customer engagement and satisfaction.

In the role of LDQC Specialist, you will serve as a pivotal expert charged with the strategic design, planning, and execution of Aspire Lifestyles’ local Learning, Development, Quality, and Compliance agenda. Your mission will be to establish, standardize, and propagate robust learning curricula aimed at equipping all Service Delivery team members with the skills, confidence, and competency necessary to uphold and surpass client and customer expectations consistently.

Specific Responsibilities

Learning & Development

• Develop and implement a localized learning plan to accelerate Extraordinary Service, support RFPs for new clients or proofs of concept, align training with Service Delivery, Quality & Compliance, and Client Services needs, and conduct monthly stakeholder reviews of quality evaluations, NPS, Training Needs Analysis, Hydra data, client outcomes, and real‑time observations to inform targeted Learning & Development interventions.
• Enhance team members’ skills and capabilities through targeted Learning & Development interventions by assessing capability gaps, designing content and sessions, partnering with the business on customized learning strategies for new hires, refresher training, and ongoing development of tenured staff, and delivering a standardized, high‑quality onboarding program that boosts retention and accelerates productivity without compromising quality or morale.
• Develop and implement a learning plan and calendar to support local and business strategies, with clear success measures aligned to operational KPIs and Quality & Compliance metrics (e.g., evaluations, NPS, complaints); ensure training records are uploaded to the Learning Management System, review local Learning & Development content at least annually, and actively participate in Daily Huddles with recommended interventions and updates.
• Develop innovative learning content and delivery methods that integrate on‑the‑job experiences and mentorship; design, update, and implement solutions that meet business needs for both virtual (work‑from‑home) and onsite training; and share best practices within the Learning & Development community to enhance efficiency and effectiveness in virtual and classroom facilitation.
• Support local, regional, and global projects by aligning with business strategy to drive the implementation of initiatives at all levels—local, regional, and global.

Quality and Compliance

• Execute established plans by promoting best practices with measurable outcomes and engaging cross‑functional stakeholders; work with local operations to ensure compliance with Internal Audit and/or ISO9001:2015 requirements; record all local innovation or improvement initiatives in the QII Portal; support new NPS promoter survey programs; and hold monthly meetings with L&D and relevant stakeholders to review quality outcomes, NPS, Hydra data, client results, and real‑time observations to inform targeted Quality & Compliance interventions.
• Support Customer Experience evaluation by tracking, reviewing, and monitoring scorecards (feedback, interaction reviews, case audits); deliver effective complaint management and service recovery with accurate Hydra documentation and compliance with group procedures; perform interaction evaluations and calibrations to ensure local and global standardization; and actively participate in Daily Huddles with recommended interventions and updates.

Job Requirement

A successful candidate will excel in designing innovative curriculums, managing quality assurance metrics, and fostering a culture of continuous improvement and compliance adherence within a dynamic, multicultural environment.

Experience and Qualifications

• Experience in Learning & Development, Quality, and Compliance within operational or technical frameworks.
• Project management skills are advantageous, with a background in concierge, hospitality, luxury services, or related sectors preferred.
• Cultural competence and geographical awareness are essential for effective team support across diverse regions.
• Preferably with experience in banking, hotel, or travel industries.
• Academic credentials in adult learning, service industry education, quality evaluation, or management of development programs.

Language and Travel Requirements

• Fluency in oral and written English and Khaleeji Arabic is mandatory.
• Additional proficiency in French or Russian language is considered a strong advantage.
• Willingness and availability for travel locally and internationally to support Aspire Lifestyles’ diverse locations as required.

We take care of our employees

• Office location is accessible via public transport
• Medical coverage for employee (outpatient and inpatient)
• Highly engaged and empowered work culture
• Continuous learning & development