Training & Quality Executive

Careem Inc; Dubai; Hybrid; AED 201,000 - 312,000; Full time

Benefits offered by this job

Healthcare benefits

Fitness reimbursements

Unlimited vacation days

Remote 30 days/year

Job summary

Careem is expanding its AI-powered Everything App and is hiring a Training & Quality Executive for the Partner Onboarding team. In a hybrid role, you will bridge quality assurance with partner capability building to improve onboarding, materials, and partner performance on the Careem app.

You will collaborate with restaurant partners to optimize menus, imagery, offers, and campaigns, while resolving customer escalations to ensure a high-quality experience for partners and customers.

Qualifications

• Experience delivering training to business partners.
• Ability to design SOPs and training materials.
• Strong analytical and problem-solving abilities.
• Excellent communication and presentation skills.
• Experience in customer or partner success and escalations is a plus.

Responsibilities

• Plan and deliver onboarding programs for new partners and refresher sessions.
• Develop, update, and maintain SOPs, training decks, and job aids.
• Evaluate training effectiveness through post-training assessments.
• Conduct regular quality checks on partner catalog data and campaigns.
• Score catalog performance and provide actionable feedback using scorecards.
• Identify root causes and address issues before they affect operations.
• Track and report quality metrics and trends to stakeholders.
• Analyze audit insights to update training content and close gaps.
• Collaborate with partners to gather updated menus and campaign assets.
• Manage customer escalations with partners to ensure quick resolutions.

Skills

Training delivery

Quality assurance

Partner management

Communication

Analytical skills

SOP design

Customer success

Attention to detail

Job description

Careem is building the Everything App for the greater Middle East — making it easy to move around, order food and groceries, manage payments, and more. Our purpose is simple: to simplify and improve people’s lives and build an awesome organisation that inspires.
Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and built a platform where the region’s best talent and entrepreneurs thrive. We operate in 70+ cities across 10 countries, from Morocco to Pakistan.

We’re now entering our next chapter — one powered by AI. We’re looking for AI talent: curious problem-solvers who know how to apply AI to build tools, automate workflows, and create real impact. Whether it’s streamlining operations, enhancing customer experience, or reimagining internal systems — we want people who can make Careem work smarter and move faster.

About the team

The Partner Onboarding team at Dineout is looking for a proactive and detail-oriented Training & Quality Executive. In this hybrid role, you will bridge the gap between quality assurance and partner capability building. Rather than treating training and quality as separate functions, you will own the end-to-end loop, using insights from quality audits to immediately improve onboarding programs, refine training materials, and elevate overall partner performance on the Careem app. Additionally, you will work closely with restaurant partners to optimize their menu, offer, and campaign listings while resolving customer escalations to ensure a high-quality experience for both partners and customers.

What you’ll do

• Training & Capability Building:
• Plan and deliver onboarding programs for new partners, as well as regular refresher training sessions for existing partners.
• Develop, update, and maintain Standard Operating Procedures (SOPs), training decks, and job aids to reflect process and policy changes.
• Evaluate training effectiveness and learning retention through post-training assessments and practical evaluations.
• Quality Assurance & Auditing:
• Conduct regular quality checks on partner catalog data, including menu details, pricing, visuals, and promotional campaigns.
• Score catalog performance and provide structured, actionable feedback using defined quality scorecards.
• Identify root causes, recurring errors, and process bottlenecks to proactively address issues before they impact operational performance.
• Track and report key quality metrics and trends on a regular cadence to internal stakeholders.
• Closed-Loop Process Optimization:
• Analyze audit insights to immediately update and redesign training content, eliminating the gap between issue identification and training remediation.
• Own end-to-end performance improvement for partner operations by continuously aligning quality benchmarks with training initiatives.
• Partner & Customer Operations:
• Follow up with partners to gather updated menus, imagery, special offers, and campaign materials, ensuring accurate representation on the Careem app.
• Manage customer escalations in collaboration with partners to achieve prompt resolutions and maintain high customer satisfaction standards.

What you’ll need

• Strong background in training delivery, quality assurance, or partner management, preferably within quick-commerce, food delivery, or e-commerce platforms.
• Excellent communication and presentation skills, with the ability to convey complex processes clearly to diverse audiences.
• Strong analytical and problem-solving abilities to spot operational trends, perform root cause analysis, and measure training/quality impact.
• Ability to design engaging training materials, SOPs, and user-friendly job aids.
• Experience in customer success, partner success, or escalations management with a strong customer-first mindset.
• High attention to detail and proficiency in tracking metrics and working with evaluation scorecards.

What we’ll provide you

We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:

• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.