وظيفة مشرف الجودة والتدريب لدى Confidential في الرياض

A leading organization in Saudi Arabia is looking for a qualified Training & Quality Supervisor to support the implementation of training and quality frameworks across CX and Contact Center projects.

This role is responsible for managing program-level Training and Quality frameworks, ensuring consistent implementation, compliance, and continuous improvement across CX and Contact Center operations.

Key Responsibilities:

• Define and maintain standardized Training and Quality frameworks, SOPs, scorecards, and methodologies.

• Ensure consistent application of training and quality standards across all projects.

• Ensure alignment with client requirements, SLAs, COPC practices, and internal standards.

• Conduct regular project reviews to identify compliance, training, quality, or performance gaps.

• Oversee project-level training plans, materials, assessments, certification processes, and training delivery effectiveness.

• Monitor new-hire training, refresher training, upskilling programs, and nesting activities.

• Evaluate training effectiveness and identify competency gaps.

• Support Trainers and project teams in developing targeted learning interventions.

• Oversee quality monitoring activities across voice and digital channels.

• Manage calibration activities to ensure consistent and accurate quality evaluations.

• Analyze quality results, customer feedback, and operational KPIs to identify improvement opportunities.

• Conduct root cause analysis and support corrective and preventive actions.

• Work closely with Operations and Training teams to improve employee performance and service quality.

• Track performance improvement initiatives and measure their effectiveness.

• Prepare consolidated Training and Quality dashboards, reports, and management updates.

• Highlight key risks, trends, gaps, and recommendations to leadership.

• Coach and support project-level Trainers and Quality Analysts.

• Support audits, client reviews, escalations, and project mobilization activities.

Requirements:

• Bachelor’s degree in a relevant field.

• 3+ years of experience in Contact Center Training, Quality, CX operations, or a related field.

• Strong experience in Training and Quality Management.

• Good knowledge of COPC and contact center best practices.

• Strong understanding of training effectiveness, quality assurance, scorecards, and calibration practices.

• Ability to analyze quality results, customer feedback, and operational KPIs.

• Strong root cause analysis and performance improvement skills.

• Excellent communication, reporting, presentation, and stakeholder management skills.

• Strong coaching skills and ability to support Trainers and Quality Analysts.

Preferred Qualifications:

• Previous supervisory or multi-project governance experience is preferred.

• COPC, Quality, Training, CX, or Lean Six Sigma certifications are a plus.

• Experience supporting audits, client reviews, escalations, or project mobilization activities is preferred.