Quality and Training Manager (1398)

2P Perfect Presentation; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

2P Perfect Presentation in Saudi Arabia is seeking an experienced CX Quality Governance & Standards Manager to lead the CX Quality function and ensure service excellence across channels.

You'll define quality frameworks, monitor performance, and drive improvements with COPC alignment, audits, and executive reporting, partnering with Operations and Training to elevate agent performance and customer experience.

Responsibilities

• Lead and manage the CX Quality team to ensure consistent service quality.
• Define, implement, and maintain quality frameworks, scorecards, and SOPs.
• Ensure compliance with CX quality standards, COPC requirements, and client SLAs.
• Support internal and external quality audits and compliance reviews.
• Oversee call, chat, email, and case evaluations across all channels.
• Conduct regular quality calibrations with Operations and clients.
• Ensure fair, consistent, and accurate quality scoring.
• Review trends and address evaluator bias or performance gaps.
• Analyze quality results, CSAT, NPS, and VoC data to identify improvement opportunities.
• Perform root cause analysis and recommend corrective and preventive actions.
• Partner with Operations and Training teams to improve agent performance.
• Track the effectiveness of quality improvement initiatives.
• Coach and mentor Quality Analysts to enhance evaluation and feedback capabilities.
• Support agent coaching through actionable, data-driven insights.
• Identify training needs and collaborate on learning interventions.
• Prepare and present quality dashboards and executive-level reports.
• Share insights, risks, and recommendations with leadership and clients.
• Support quality-related escalations and customer complaint resolutions.
• Continuously improve quality processes, tools, and methodologies.
• Leverage automation, AI, and analytics to enhance quality monitoring.
• Support CX transformation and customer journey improvement initiatives.

Job description

Since 2004, 2P has been a leader in Saudi Arabia's ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

Job Purpose

We are seeking an experienced, driven CX Quality Governance & Standards Manager to lead our Customer Experience (CX) Quality function and ensure consistent service excellence across all channels.

Key Responsibilities

Quality Governance & Standards

• Lead and manage the CX Quality team to ensure consistent service quality.
• Define, implement, and maintain quality frameworks, scorecards, and SOPs.
• Ensure compliance with CX quality standards, COPC requirements, and client SLAs.
• Support internal and external quality audits and compliance reviews.

Quality Monitoring & Calibration

• Oversee call, chat, email, and case evaluations across all channels.
• Conduct regular quality calibrations with Operations and clients.
• Ensure fair, consistent, and accurate quality scoring.
• Review trends and address evaluator bias or performance gaps.

Performance Analysis & Improvement

• Analyze quality results, CSAT, NPS, and VoC data to identify improvement opportunities.
• Perform root cause analysis and recommend corrective and preventive actions.
• Partner with Operations and Training teams to improve agent performance.
• Track the effectiveness of quality improvement initiatives.

Coaching & Development

• Coach and mentor Quality Analysts to enhance evaluation and feedback capabilities.
• Support agent coaching through actionable, data-driven insights.
• Identify training needs and collaborate on learning interventions.

Reporting & Stakeholder Management

• Prepare and present quality dashboards and executive-level reports.
• Share insights, risks, and recommendations with leadership and clients.
• Support quality-related escalations and customer complaint resolutions.

Process Optimization & Innovation

• Continuously improve quality processes, tools, and methodologies.
• Leverage automation, AI, and analytics to enhance quality monitoring.
• Support CX transformation and customer journey improvement initiatives.