Quality And training Supervisor

Confidential; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Confidential is seeking a Training & Quality Supervisor to drive framework implementation across CX and Contact Center projects in Saudi Arabia. You will manage program-level training and quality frameworks, ensure compliance, and lead continuous improvement initiatives across multiple projects.

You will collaborate with Operations and Training teams, oversee calibration activities, conduct root cause analyses, and prepare dashboards for leadership.

Qualifications

• Bachelor's degree in a relevant field is required.
• 3+ years in Contact Center Training, Quality, CX or related field.
• Strong experience in Training and Quality Management.
• Solid knowledge of COPC practices and contact center best practices.
• Ability to analyze quality results, customer feedback and KPIs.
• Excellent communication, reporting and stakeholder management.
• Coaching skills to support Trainers and Quality Analysts.

Responsibilities

• Define and maintain standardized Training and Quality frameworks, SOPs, scorecards and methodologies.
• Ensure consistent application of training and quality standards across projects.
• Align with client requirements, SLAs, COPC practices and internal standards.
• Conduct project reviews to identify compliance and quality gaps.
• Oversee training plans, materials, assessments, certifications and delivery effectiveness.
• Monitor new-hire and refresher training, upskilling and nesting activities.
• Evaluate training effectiveness and identify competency gaps.
• Support Trainers and project teams in targeted learning interventions.
• Oversee quality monitoring across voice and digital channels.
• Manage calibration activities for consistent quality evaluations.
• Analyze quality results and KPIs to identify improvements.
• Perform root cause analysis and support corrective actions with Ops and Training.
• Prepare consolidated Training and Quality dashboards and updates for leadership.
• Highlight risks and recommendations to leadership and stakeholders.
• Coach Trainers and Quality Analysts and support audits and escalations.

Skills

Training & Quality management

Root cause analysis

Performance improvement

Stakeholder management

Coaching

Data analysis of KPIs

Education

Bachelor's degree in a relevant field

Job description

A leading organization in Saudi Arabia is looking for a qualified Training & Quality Supervisor to support the implementation of training and quality frameworks across CX and Contact Center projects.

This role is responsible for managing program-level Training and Quality frameworks, ensuring consistent implementation, compliance, and continuous improvement across CX and Contact Center operations.

Key Responsibilities:

• Define and maintain standardized Training and Quality frameworks, SOPs, scorecards, and methodologies.
• Ensure consistent application of training and quality standards across all projects.
• Ensure alignment with client requirements, SLAs, COPC practices, and internal standards.
• Conduct regular project reviews to identify compliance, training, quality, or performance gaps.
• Oversee project-level training plans, materials, assessments, certification processes, and training delivery effectiveness.
• Monitor new-hire training, refresher training, upskilling programs, and nesting activities.
• Evaluate training effectiveness and identify competency gaps.
• Support Trainers and project teams in developing targeted learning interventions.
• Oversee quality monitoring activities across voice and digital channels.
• Manage calibration activities to ensure consistent and accurate quality evaluations.
• Analyze quality results, customer feedback, and operational KPIs to identify improvement opportunities.
• Conduct root cause analysis and support corrective and preventive actions.Work closely with Operations and Training teams to improve employee performance and service quality.
• Track performance improvement initiatives and measure their effectiveness.
• Prepare consolidated Training and Quality dashboards, reports, and management updates.
• Highlight key risks, trends, gaps, and recommendations to leadership.
• Coach and support project-level Trainers and Quality Analysts.
• Support audits, client reviews, escalations, and project mobilization activities.

Requirements:

• Bachelor's degree in a relevant field.
• 3+ years of experience in Contact Center Training, Quality, CX operations, or a related field.
• Strong experience in Training and Quality Management.
• Good knowledge of COPC and contact center best practices.
• Strong understanding of training effectiveness, quality assurance, scorecards, and calibration practices.
• Ability to analyze quality results, customer feedback, and operational KPIs.
• Strong root cause analysis and performance improvement skills.
• Excellent communication, reporting, presentation, and stakeholder management skills.
• Strong coaching skills and ability to support Trainers and Quality Analysts.

Preferred Qualifications:

• Previous supervisory or multi-project governance experience is preferred.
• COPC, Quality, Training, CX, or Lean Six Sigma certifications are a plus.
• Experience supporting audits, client reviews, escalations, or project mobilization activities is preferred.