The Quality & Training team, made up of QA, AI QA, IT Support, WFM and Product Trainers, is responsible for service quality and operational efficiency.
The Quality & Training Lead will lead these five functions as one team, using data analysis to identify and drive improvements in service quality and operations. We are looking for a leader who actively uses AI tools to take QA and training to the next level.
Key Responsibilities
1. Team Leadership and Management
- Lead the Quality & Training team, covering QA, AI QA, IT Support, WFM and Product Trainers
- Set KPIs for each function, manage performance, and coach and develop team members
- Work closely with the Customer Service team leaders to resolve quality, training and operational issues together
2. Quality Assurance (QA) Framework
- Design and run QA standards, evaluation forms and calibration processes across multiple countries and languages
- Manage quality gaps across countries and channels and set a consistent customer experience standard
- Expand the use of AI QA (automated voice and text evaluation) and define how human and AI evaluation work together
3. Data Analysis and Improvement
- Analyze QA results, VOC, service KPIs (FCR, CSAT, AHT, etc.) and WFM data to find root causes of key issues
- Turn findings into process, training and system improvements, and manage them through to execution
- Report regularly to management and stakeholders with insights and improvement proposals
4. Training and Capability Building
- Design and run onboarding, refresher and product training programs with the Product Trainers
- Run targeted coaching and retraining programs linked to QA results
5. Operational Efficiency and System Support
- Oversee WFM operations (forecasting, staffing, scheduling) and drive efficiency gains
- Manage IT support for contact center systems and tools
- Use AI tools (generative AI, automation tools, etc.) to automate work and raise productivity
Required Qualifications
- 5+ years of hands-on QA experience in a contact center or customer service organization
- 2+ years of leadership experience as a team leader or above, including performance management, coaching and people development
- Experience designing or improving QA standards and evaluation frameworks
- Proven track record of analyzing service and quality data to find root causes and drive actionable improvements
- Strong skills in data analysis tools such as Excel
- Practical experience using AI tools, such as generative AI, in daily work
- Business-level proficiency in Arabic and English (spoken and written)
Preferred Qualifications
- Experience in multinational, multilingual or integrated contact center operations
- Experience implementing or running AI QA solutions (speech analytics, text analytics, automated evaluation)
- Experience directly managing one or more of WFM, Training or IT Support
- Proficiency in BI and data visualization tools such as SQL, Power BI or Tableau
- Experience leading AI-driven automation or process improvement projects
- Familiarity with contact center quality standards (COPC, ISO 18295) or improvement methods such as Six Sigma
Core Competencies
- Leadership: Aligns diverse specialist functions (QA, AI QA, IT, WFM, Training) around shared goals
- Analytical thinking: Finds root causes in data and explains them with numbers
- Execution: Goes beyond analysis to implement improvements and measure their impact
- AI adoption: Learns new AI tools quickly and applies them to real work
- Communication: Communicates clearly with multinational service teams and senior management
