Quality & Training Specialist

ClearGrid; Dubai; On-site; AED 216,000 - 336,000; Full time

Job summary

ClearGrid in the United Arab Emirates (Dubai) seeks a Quality Training & Process Development Specialist to own the quality framework, agent training, and process optimization across the Collections function.

You will design onboarding programs, rollout refresher training, create SOPs and micro-learning content, and monitor effectiveness through evaluations to improve contact outcomes and regulatory alignment.

Qualifications

• 3 years in QA or training roles, preferably within collections/BPO or contact centers.
• Hands-on experience setting up QA processes and training structures from scratch.
• Strong knowledge of regulatory and compliance standards relevant to collections.
• Confident communicator with strong documentation and facilitation skills.
• Fluent in at least one other language (Hindi or Urdu).

Responsibilities

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

Skills

QA

Training

Documentation

Communication

Facilitation

Multilingual

Job description

About ClearGrid

ClearGrid is on a mission to revolutionize the debt resolution industry. Were using AI automation and real-time data to completely rethink how debt collection works unlocking better outcomes for institutions and individuals alike. Think of us as rebuilding the collections starting from scratch with modern tools.

Were a fast-growing startup with ambitious goals and were looking for builders who are hungry to make a real dent in a space with massive untapped potential.

Role Overview

Were on the lookout for a driven Quality Training & Process Development Specialist 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.

Key Responsibilities

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

Requirements

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 (Hindi or Urdu)

Why Join ClearGrid

Real ownership: Youll play a central role in building products that redefine how collections work in the future

Massive industry impact: This is one of those rare spaces where almost everything is still to be built.

High-growth team: Were scaling fast and the systems tools and processes you help create will shape our foundation.