Quality Training & Process Leader — Collections

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

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.