Quality Training And Process Development Lead

We’re 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 you’re someone who thrives on building from scratch, driving consistency, and coaching teams toward excellence — this one’s for you.

What You’ll 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 — it’s about owning and shaping how quality is defined, delivered, and sustained across the entire Collections operation. You’ll be empowered to build, lead, and leave a lasting mark.