Quality And Training Lead
Tafaseel Group Holding
United Arab Emirates
18th June 2025
2506-2384-20
Job Description
- Oversee the quality team and ensure that the QA audits the required transaction on a weekly/monthly basis.
- Ensure that the team shares the feedback to the agents on critical error and document them over an email.
- The lead will prepare the Monthly review deck for all our customers and send a brief presentation.
- Respond the RFP’s with the right set of questions as clarification related to quality and training domain.
- Forecast the Audit count on a monthly basis and distribute the work load to the team members in a unified way.
- Be a part of the MBR with clients in our location or client’s place and present the data.
- Conduct periodic internal and client calibration and ensure that the variance will not exceed + or - 5%.
- Conduct period dip checks across the agents and share a report with the client.
- Conduct Monthly Product Knowledge Test based on the top attributes wherein agent is marked down frequently.
- Share TNI (Training needs and improvement) with the trainer and ensure that the agents are trained on it periodically.
- Conduct Soft skills and language training to the new joiners.
- Assist Operations in evaluating the right set of candidates for our clients by conducting interviews.
- Manage the existing SOP’s for all clients and ensure that the SOP’s are updated as and when there is a process change.
- Share best practise across the teams.
- Developing benchmarks using metrics, industry standards and original
- concepts.
- Provides performance analyses and trending information.
- Supports adhoc reporting requests from Senior Management.
Proven experience in quality management, preferably within the BPO industry, with a minimum of 6 years of industry experience.
Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
Excellent communication and interpersonal skills, capable of engaging effectively with all levels of staff and clients.
Familiarity with quality management frameworks (e.g., Six Sigma, ISO) and quality assurance tools.
Excellent written and spoken language - English and Arabic (No Compromise on this requirement)
COPC certification is an advantage
Job Details
| Role Level: | Mid-Level | Work Type: | Full-Time |
|---|---|---|---|
| Country: | United Arab Emirates | City: | Ajman |
| Company Website: | http://www.tafaseel.ae | Job Function: | Quality Assurance & Control |
| Company Industry/ Sector: |
Outsourcing and Offshoring Consulting | ||
What We Offer
About the Company
Tafaseel BPO, a subsidiary of Tafaseel Group Holding, is a multi-award-winning leader in the Middle East's BPO sector. We employ over 2,000 professionals from 30 nationalities, offering services in 20 languages. With strategically positioned sites across the UAE, KSA, Bahrain, and Egypt and continuously expanding our footprint each quarter we deliver a comprehensive suite of 14 business process outsourcing services. Our expertise ranges from contact center outsourcing and human resources outsourcing to digital transformation, IT outsourcing, knowledge process outsourcing, and other specialized services. Leveraging our skilled workforce, rigorous processes, advanced technology, and state-of-the-art facilities, we proudly serve Fortune 500 companies, government entities, startups, and SMEs across 12 diverse industries.
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