Quality Assurance jobs in United Arab Emirates

AVP, Training & Quality.Injaz - CXC - RBG - Service and Governance.Client Experience & Conduct Group

Join to apply for the AVP, Training & Quality.Injaz - CXC - RBG - Service and Governance.Client Experience & Conduct Group role at Mashreq Corporate & Investment Banking Group

Position Overview

The Training and Quality Manager will be responsible for ensuring the highest standards of quality across processes, customer service, and product delivery. This role involves overseeing the development, implementation, and ongoing enhancement of training programs to equip employees with essential skills and knowledge. The individual will act as a proactive leader, driving quality initiatives and fostering a culture of excellence by aligning employee development with organizational goals.

Key Responsibilities

• Design, deliver, and evaluate training programs to improve employee skills, performance, and product knowledge.
• Identify training needs through assessments, performance evaluations, and feedback mechanisms.
• Collaborate with department leaders to ensure training materials are current, relevant, and aligned with industry standards.
• Develop and manage training budgets to optimize resources and control costs.
• Develop and implement a comprehensive quality management system aligned with bank standards and industry best practices.
• Monitor performance metrics to ensure consistent delivery of high-quality services and processes.
• Identify quality issues, implement corrective actions, and conduct regular audits to ensure compliance.
• Foster a culture of continuous improvement by introducing process enhancements and best practices.
• Lead root cause analysis efforts and propose effective solutions to complex quality challenges.
• Use reports and data analytics to monitor performance and drive necessary changes.
• Provide product and system training to new employees across relevant departments.
• Provide leadership and guidance to the training and quality teams, ensuring alignment with company objectives.
• Act as a liaison between management and staff, promoting a positive learning environment and clear communication of quality standards.
• Prepare reports and presentations for senior management on training and quality initiatives.
• Introduce modern learning methodologies, such as blended and interactive learning techniques, to enhance employee engagement.
• Train agents on new technologies and customer service best practices, ensuring alignment with company goals.
• Personalize customer interactions using AI and automation tools.
• Analyze agent behavior and practices using CRM data.

Qualifications

Additional Details

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