Quality & Training Leader - Customer Experience

Robusta Studio

Abu Dhabi

On-site

AED 180,000 - 240,000

Full time

8 days ago

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Job summary

Robusta Studio seeks an experienced Team Leader - Quality & Training to head QA and learning within its Customer Support organization. You will drive service excellence by building quality frameworks and learning programs, coaching teams, and leading continuous improvement across channels.

The ideal candidate combines strategic leadership with a strong background in customer support operations, quality assurance, and learning & development, managing stakeholders to deliver measurable performance

Qualifications

Bachelor's degree in relevant field; MBA is a plus.
10+ years of experience in Customer Support Operations, Quality Assurance, Training, or Learning & Development.
Proven experience designing and implementing enterprise-wide quality assurance and training programs.
Strong experience within digital and omni-channel customer support environments.
Excellent knowledge of quality frameworks, adult learning principles, instructional design, and coaching methodologies.
Strong analytical, reporting, and problem-solving skills with experience using performance metrics to drive improvements.
Experience leading teams and managing cross-functional stakeholders.
Excellent communication and presentation skills.
Experience with CRM platforms, LMS solutions, BI tools, and quality monitoring systems.
Knowledge of Lean Six Sigma or continuous improvement methodologies is an advantage.
Experience within the UAE market is highly preferred.

Responsibilities

Lead and manage the Quality Assurance function across customer support operations.
Develop quality standards, scorecards, audit processes, and feedback mechanisms for calls, chats, emails, and tickets.
Monitor service quality KPIs, identify trends, and implement corrective actions to improve performance.
Ensure compliance with company policies, service standards, and regulatory requirements.
Design and deliver onboarding, product, systems, compliance, and soft skills training programs.
Assess training effectiveness and continuously enhance learning content and delivery methods.
Develop coaching plans to improve employee performance and knowledge retention.
Promote a culture of continuous learning and professional development.
Analyze operational metrics including Quality Scores, CSAT, FCR, AHT, training completion, and escalation rates.
Identify opportunities to improve processes, customer experience, and operational efficiency.
Apply continuous improvement methodologies such as Lean Six Sigma where appropriate.
Prepare reports and present insights and recommendations to senior leadership.
Partner with Customer Experience, Marketing, Digital, Retail, Finance, and HR teams to align quality and training initiatives with business objectives.
Manage relationships with external training providers, consultants, and Learning Management System (LMS) vendors.
Facilitate governance meetings, workshops, and cross-functional improvement initiatives.
Lead, mentor, and develop the Quality & Training team.
Set performance objectives, conduct coaching sessions, and support career development and succession planning.
Foster a collaborative, customer-centric, and high-performance team culture.
Oversee the effective use of CRM systems, LMS platforms, quality monitoring tools, BI dashboards, and customer experience platforms.
Evaluate new technologies that enhance quality assurance, training delivery, and operational performance.