Quality, Training & Process Development Lead

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

Job summary

A leading collections firm in Dubai is seeking a driven Quality Training & Process Development Lead to take full ownership of the quality framework and process optimization. You will build QA processes from scratch, establish benchmarks, and lead training for teams. The ideal candidate will have at least 3 years in QA or training roles, strong communication skills, and fluency in Arabic or Hindi. This is an exciting opportunity to shape quality within the organization and empower teams toward excellence.

Qualifications

• 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.

Responsibilities

• Build and enhance QA frameworks, call audit scorecards, and compliance monitoring tools.
• Define quality benchmarks aligned with business and regulatory expectations.
• Design and deliver onboarding training for new joiners.

Skills

QA processes

Training development

Communication

Excel proficiency

Regulatory knowledge

Fluency in Arabic

Fluency in Hindi

Fluency in Urdu

Tools

QA platforms (e.g. Genesys/NICE)

Learning management systems

Job description

Were 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 youre someone who thrives on building from scratch driving consistency and coaching teams toward excellence this ones 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 its about owning and shaping how quality is defined delivered and sustained across the entire Collections operation. Youll be empowered to build lead and leave a lasting mark.