Quality & Training Specialist

ClearGrid; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

A fast-growing startup in the debt resolution industry is seeking a Quality Training & Process Development Specialist to take ownership of quality frameworks and agent training. The role involves building QA processes and driving training initiatives to optimize the collections function. The ideal candidate has at least 3 years in QA or training roles and is fluent in Hindi or Urdu. Join us in redefining how collections work!

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 and compliance monitoring tools.
• Design and deliver onboarding training for new joiners.
• Drive routine call evaluations and deep-dive quality audits.

Skills

Quality Assurance

Training Design

Process Optimization

Regulatory Compliance

Fluent in Hindi or Urdu

Job description

About ClearGrid

ClearGrid is on a mission to revolutionize the debt resolution industry. We’re 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.

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

Role Overview

We’re 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 you’re someone who thrives on building from scratch, driving consistency and coaching teams toward excellence this is 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: You’ll 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: We’re scaling fast and the systems, tools and processes you help create will shape our foundation.