Quality, Training & Process Development Lead

ClearGrid; Dubai; On-site; AED 300,000 - 480,000; Full time

Job summary

ClearGrid in Dubai is seeking a driven Quality Training & Process Development Lead to own our quality framework across the Collections function and drive consistency through coaching and process improvements.

You will design onboarding, refresher trainings, SOPs, and micro-learning content while implementing audit systems and analytics to monitor performance and outcomes. Arabic is preferred alongside strong English proficiency.

Qualifications

• 3 years in QA or training roles preferably within collections BPO or contact center environments.

Responsibilities

• Build and continuously enhance QA frameworks call audit scorecards and compliance monitoring tools.

Skills

QA frameworks

Training design

Regulatory compliance

Stakeholder facilitation

Excel

LMS

Analytics / data insights

Genesys

NICE

Tools

Genesys

NICE

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 Youll 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.