QA & Training Architect for AI-Powered Collections

ClearGrid; Dubai; On-site; AED 216,000 - 336,000; Full time

Job summary

ClearGrid in the United Arab Emirates (Dubai) seeks a Quality Training & Process Development Specialist to own the quality framework, agent training, and process optimization across the Collections function.

You will design onboarding programs, rollout refresher training, create SOPs and micro-learning content, and monitor effectiveness through evaluations to improve contact outcomes and regulatory alignment.

Qualifications

• 3 years in QA or training roles, preferably within collections/BPO or contact centers.
• Hands-on experience setting up QA processes and training structures from scratch.
• Strong knowledge of regulatory and compliance standards relevant to collections.
• Confident communicator with strong documentation and facilitation skills.
• Fluent in at least one other language (Hindi or Urdu).

Responsibilities

• 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.
• 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 ongoing development.
• Monitor training effectiveness through post-training evaluations and agent performance trends.

Skills

QA

Training

Documentation

Communication

Facilitation

Multilingual

Job description

ClearGrid in the United Arab Emirates (Dubai) seeks a Quality Training & Process Development Specialist to own the quality framework, agent training, and process optimization across the Collections function.

You will design onboarding programs, rollout refresher training, create SOPs and micro-learning content, and monitor effectiveness through evaluations to improve contact outcomes and regulatory alignment.