Team Leader Quality & Training

Remote DXB; Abu Dhabi; On-site; AED 90,000 - 130,000; Full time

Job summary

Remote DXB in Abu Dhabi seeks a senior Quality Assurance leader to oversee QA across customer support operations and to design enterprise-wide QA and training programs. You will drive onboarding, systems, and compliance training while mentoring the Quality & Training team.

You will analyze key metrics such as CSAT, Q scores, and AHT, and collaborate with cross-functional groups to align quality initiatives with business goals. UAE market experience is highly preferred.

Qualifications

• Bachelor's degree in Business Administration, Data Science, Statistics, or related field.
• Minimum 10 years in customer support operations, quality assurance, training, or L&D.
• Experience designing enterprise-wide quality assurance and training programs.
• Strong experience in digital and omni-channel customer support environments.
• Excellent knowledge of quality frameworks, adult learning principles, and instructional design.
• Strong analytical, reporting, and problem-solving skills.
• Experience with CRM platforms, LMS solutions, and BI tools.
• Experience within the UAE market preferred.

Responsibilities

• Lead and manage the Quality Assurance function across customer support operations
• Develop quality standards, scorecards, audit processes, and feedback mechanisms
• Design and deliver onboarding, product, systems, compliance, and soft skills training programs
• Analyze operational metrics including Quality Scores, CSAT, FCR, AHT, and escalation rates
• Partner with cross-functional teams to align quality and training initiatives with business objectives
• Lead, mentor, and develop the Quality & Training team
• Oversee the effective use of CRM systems, LMS platforms, and quality monitoring tools

Skills

Quality Assurance

Training & Development

Data Analysis

BI Tools

CRM platforms

LMS solutions

Adult learning principles

Education

Bachelor's degree in Business Administration, Data Science, Statistics, or related field

MBA degree

Tools

CRM platforms

LMS solutions

BI tools

Job description

Responsibilities

• Lead and manage the Quality Assurance function across customer support operations
• Develop quality standards, scorecards, audit processes, and feedback mechanisms
• Design and deliver onboarding, product, systems, compliance, and soft skills training programs
• Analyze operational metrics including Quality Scores, CSAT, FCR, AHT, and escalation rates
• Partner with cross-functional teams to align quality and training initiatives with business objectives
• Lead, mentor, and develop the Quality & Training team
• Oversee the effective use of CRM systems, LMS platforms, and quality monitoring tools

Requirements

• Bachelor's degree in Business Administration, Data Science, Statistics, or a related field
• Minimum 10 years of experience in Customer Support Operations, Quality Assurance, Training, or L&D
• Proven experience designing enterprise-wide quality assurance and training programs
• Strong experience within digital and omni-channel customer support environments
• Excellent knowledge of quality frameworks, adult learning principles, and instructional design
• Strong analytical, reporting, and problem-solving skills
• Experience with CRM platforms, LMS solutions, and BI tools
• Experience within the UAE market is highly preferred

Preferred Qualifications

• MBA degree
• Knowledge of Lean Six Sigma or continuous improvement methodologies