Team Leader, Quality & Training
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Key skills for this role
About the Role
The Team Leader, Quality & Training drives service excellence and continuous improvement within the Customer Support & Training Department. This role develops quality assurance frameworks and training programs to ensure high standards of customer service, compliance, and employee capability.
Key Skills for This Role
Responsibilities
- Develop and implement quality and training strategies aligned with marketing and customer support objectives
- Design and manage quality assurance programs including monitoring calls, chats, emails, ticket audits, scorecards, and feedback loops
- Develop and deliver training programs covering onboarding, product knowledge, systems usage, soft skills, and compliance
- Monitor and analyze key support metrics such as FCR, AHT, CSAT, and escalation rates
- Apply Lean Six Sigma methodologies to identify and resolve service delivery gaps
- Collaborate with internal teams including Marketing, Loyalty & Customer Engagement, Digital, Retail, and Finance
- Present performance insights and strategic recommendations to executive leadership
- Manage relationships with external training providers, LMS vendors, and quality consultants
- Foster a culture of accountability, empathy, and service excellence within the team
- Oversee use of CRM platforms, analytics tools, LMS, quality monitoring tools, and training design tools
Requirements
- Bachelor's degree in Data Science, Business Administration, Statistics, or related field; MBA or equivalent advanced degree preferred
- 10 years of experience in customer support operations, quality assurance, and training
- Proven track record in designing and implementing enterprise wide training and quality programs
- Experience in digital support environments and omni channel service delivery
- Familiarity with UAE market and customer service expectations
- Strong analytical and problem solving skills with data driven decision making
- Excellent communication, coaching, and stakeholder management abilities
- Deep understanding of adult learning principles, instructional design, and quality frameworks
- Ability to manage change, drive innovation, and lead cross functional teams
- Knowledge of regulatory compliance, service standards, and digital tools
Full Job Posting
Job Purpose
- The Team Leader, Quality & Training drives service excellence and continuous improvement within the Customer Support & Training Department.
- Develops and implements robust quality assurance frameworks and impactful training programs.
- Supports CLIENT Distribution’s strategic objectives and digital transformation.
Key Accountabilities
- Develop and implement quality and training strategies aligned with marketing and customer support objectives.
- Define service quality benchmarks and training goals to support operational excellence.
- Lead initiatives to embed a culture of continuous learning and customer centricity.
- Establish annual plans for quality improvement and training rollouts.
- Monitor industry trends and best practices to enhance quality and training frameworks.
- Design and manage quality assurance programs including monitoring calls, chats, emails, ticket audits, scorecards, and feedback loops.
- Develop and deliver training programs covering onboarding, product knowledge, systems usage, soft skills, and compliance.
- Monitor and analyze key support metrics such as FCR, AHT, CSAT, and escalation rates.
- Apply Lean Six Sigma methodologies to identify and resolve service delivery gaps.
- Implement corrective actions and process improvements based on audit findings.
Qualifications, Experience, Knowledge & Skills
- Bachelor’s degree in Data Science, Business Administration, Statistics, or related field; MBA preferred.
- 10 years of experience in customer support operations, quality assurance, and training.
- Proven track record in designing and implementing enterprise wide training and quality programs.
- Experience in digital support environments and omni channel service delivery.
- Familiarity with UAE market and customer service expectations.
- Strong analytical and problem solving skills with data driven decision making.
- Excellent communication, coaching, and stakeholder management abilities.
- Deep understanding of adult learning principles, instructional design, and quality frameworks.
- Ability to manage change, drive innovation, and lead cross functional teams.
- Knowledge of regulatory compliance, service standards, and digital tools.
Communications & Working Relationships
- Internal: Executive Leadership, Loyalty & Customer Engagement Teams, Human Capital, Finance Division, Digital (IT) Teams, Customer Experience (CX), Retail & Finance Teams.
- External: External Training Providers, LMS Vendors, Quality Consultants, Regulatory Agencies, Technology Vendors.
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