Quality, Training & Process Development Lead

ClearGrid; Dubai; On-site; AED 220,000 - 294,000; Full time

Job summary

A leading firm in process development in Dubai is seeking a Quality Training & Process Development Lead to take ownership of quality assurance and agent training across their Collections function. Responsibilities include building QA frameworks, developing training programs, and ensuring compliance with standards. The ideal candidate has 3 years of relevant experience, fluent in Arabic, and strong communication skills. Competitive compensation and growth opportunities await.

Qualifications

• 3 years in QA or training roles, preferably in collections or contact centers.
• Hands-on experience in setting up QA processes.
• Strong command of regulatory and compliance standards.

Responsibilities

• Build and enhance QA frameworks and compliance monitoring tools.
• Design and deliver onboarding training for new employees.
• Lead calibration sessions and align stakeholders on quality standards.

Skills

Quality Assurance

Training Development

Regulatory Standards

Fluent in Arabic

Communication Skills

Documentation Skills

Excel Proficiency

Tools

QA platforms (e.g., Genesys/NICE)

Learning Management Systems

Job description

We're on the lookout for a driven Quality Training & Process Development Lead to take full ownership of our quality framework, agent training, and process optimization across the Collections function. If you're someone who thrives on building from scratch, driving consistency, and coaching teams toward excellence, this one's for you.

What You'll Be Doing:

Quality Assurance & Process Setup

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.

Training & Agent Enablement

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 continuous development.

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

What You Bring:

• 3 years in QA or training roles, preferably within collections, BPO, or contact center environments.
• Hands-on experience setting up QA processes and training structures from the ground up.
• Strong command of regulatory and compliance standards relevant to collections.
• Confident communicator with strong documentation and facilitation skills.
• Fluent in at least one other language (Arabic, Hindi, or Urdu) Arabic highly preferred.
• Excellent English skills (written & spoken).
• Proficient in Excel, QA platforms (e.g., Genesys/NICE), and learning management systems.

Why Join Us

This role is not just about auditing or training; it's about owning and shaping how quality is defined, delivered, and sustained across the entire Collections operation. You'll be empowered to build, lead, and leave a lasting mark.