Quality, Training & Process Development Lead
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Job Description
Were on the lookout for a driven Quality Training & Process Development Lead to take full ownership of our quality framework agent training and process optimization across the Collections function. If youre someone who thrives on building from scratch driving consistency and coaching teams toward excellence this ones for you.
What Youll Be Doing:
Quality Assurance & Process Setup
Build and continuously enhance QA frameworks call audit scorecards and compliance monitoring tools
Define quality benchmarks aligned with business client and regulatory expectations
Drive routine call evaluations and deep-dive quality audits to flag gaps and root causes
Lead calibration sessions and align stakeholders on quality standards and audit scoring
Generate quality insights and recommend tactical improvements for better contact outcomes
Training & Agent Enablement
Design and deliver onboarding training for new joiners (tools policies product soft skills)
Roll out refresher programs and learning interventions based on audit findings or process changes
Create SOPs knowledge aids and micro-learning content to support continuous development
Monitor training effectiveness through post-training evaluations and agent performance trends
What You Bring:
3 years in QA or training roles preferably within collections BPO or contact center environments
Hands-on experience setting up QA processes and training structures from the ground up
Strong command of regulatory and compliance standards relevant to collections
Confident communicator with strong documentation and facilitation skills
Fluent in at least one other language (Arabic Hindi or Urdu) Arabic highly preferred
Excellent English skills (written & spoken)
Proficient in Excel QA platforms (e.g. Genesys/NICE) and learning management systems
Why Join Us
This role is not just about auditing or training its about owning and shaping how quality is defined delivered and sustained across the entire Collections operation. Youll be empowered to build lead and leave a lasting mark.
Employment Type
Full Time
