training and quality manager

Options outsourcing

Options Outsourcing is hiring! Position: Call Center Training &amp; Quality ManagerWe&rsquo;re looking for an experienced professional to lead our training and quality teams and ensure the highest performance standards across our call center operations.Responsibilities:Develop and deliver training programs for both new hires and existing agents.Conduct needs assessments and identify skill gaps.Design materials and sessions covering communication, product knowledge, and customer handling.Supervise QA processes and ensure compliance with company and client standards.Monitor evaluation reports, analyze results, and provide coaching for performance improvement.Collaborate with Operations and HR to align training &amp; quality goals with business objectives.Prepare performance dashboards and present regular reports to management.Lead and motivate the Training &amp; Quality team to meet department KPIs.Requirements: - English level: C1 - Experience: 2&ndash;3 years in a similar role (preferably in Debt Settlement) - Location: Mohandessin - Shift: Fixed Night Shift (4 PM &ndash; 1 AM) - Days off: Saturday &amp; Sunday - Salary: 28K EGP NetJob Type: Full-timePay: E&pound;28,000.00 per month

Call Center Training and Quality Manager

Options Outsourcing is hiring!Position: Call Center Training &amp; Quality ManagerWe&rsquo;re looking for an experienced professional to lead our training and quality teams and ensure the highest performance standards across our call center operations.Responsibilities:Develop and deliver training programs for both new hires and existing agents.Conduct needs assessments and identify skill gaps.Design materials and sessions covering communication, product knowledge, and customer handling.Supervise QA processes and ensure compliance with company and client standards.Monitor evaluation reports, analyze results, and provide coaching for performance improvement.Collaborate with Operations and HR to align training &amp; quality goals with business objectives.Prepare performance dashboards and present regular reports to management.Lead and motivate the Training &amp; Quality team to meet department KPIs.Requirements:- English level: C1- Experience: 2&ndash;3 years in a similar role (preferably in Debt Settlement)- Location: Mohandessin- Shift: Fixed Night Shift (4 PM &ndash; 1 AM)- Days off: Saturday &amp; Sunday- Salary: 28K EGP NetJob Type: Full-timePay: E&pound;28,000.00 per monthJob Type: Full-timePay: From E&pound;28,000.00 per month

Call center Training and Quality Manager

Emirates

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 Job Purpose
 
 
 
 Our cabin crew community is comprised of staff from all around the world! At Emirates, we are committed to providing our cabin crew with best-in-class training. Our recruits undergo seven and a half weeks of training in our state-of-the-art facility in Dubai covering topics such as safety, medical, security and hospitality. Our cabin crew are enthusiastic and prepared. They are an integral part of our brand and they work diligently to ensure that our customers &lsquo;Fly Better&rsquo;!
 
 
 
 About The Role
 
 
 
 Reporting to the Divisional Vice President of Cabin Crew Training, the Manager Crew Training Quality &amp; Standards will be accountable for ensuring the strategic alignment and quality assurance of training programmes, ensuring they meet internal standards, external benchmarks, and other key requirements. Lead the development and execution of quality assurance frameworks, ensuring all learning programmes are impactful, efficient, and adhere to international best practices, the needs of the learners, and the corporate values of the Emirates Group.
 
 
 
 What You Will Do
 
 
 
 
 Quality Assurance Strategy:
 
 Develop and drive a comprehensive quality assurance strategy and framework for training programmes. Establish policies and procedures for monitoring and evaluating training quality.
 
 
 
 Programme Evaluation &amp; Improvement:
 
 Oversee the design and implementation of programme evaluation strategy, including processes, learner feedback, performance assessments, and instructor evaluations. Lead continuous improvement initiatives based on findings from evaluations, assessments, and audits.
 
 
 
 Curriculum and Content Standards:
 
 Oversee the development and quality assurance of training materials, courses, and curricula to ensure alignment with organisational and industry standards. Lead collaboration with subject matter experts, content designers, and trainers to continuously improve and enhance the curriculum. Monitor and evaluate training delivery methods, ensuring they adhere to best practices and effectively drive engagement and outcomes. Adapt training programmes to local cultural differences, operational demands, and regulatory constraints, ensuring broad applicability within a diverse, global workforce.
 
 
 
 Compliance Oversight:
 
 Ensure all training programmes adhere to internal quality standards and industry best practices. Lead coordination with relevant stakeholders to manage audits, inspections, and accreditation.
 
 
 
 Stakeholder Engagement and Reporting:
 
 Act as a key strategic partner to senior management, influencing training policies and quality assurance priorities to align with the business objectives. Oversee the development and delivery of quality performance reports, highlighting trends, challenges, and areas of improvements.
 
 
 
 Risk Management:
 
 Identify and assess potential risks related to training quality and compliance, including factors such as evolving aviation standards, technology, and internal process gaps. Develop and implement risk management strategies to mitigate potential issues affecting the quality of training.
 
 
 
 Technological Integration:
 
 Oversee the integration and implementation of technology tools (e.g., Learning Management Systems, data analytics platforms, and other digital solutions) to enhance quality assurance processes and adherence to training standards.
 
 
 
 Crisis Management &amp; Recovery Planning:
 
 In collaboration with other stakeholders, develop response strategies and contingency plans for training disruptions, ensuring continuity and swift recovery. Lead post-crisis evaluations to strengthen future risk mitigation.
 
 
 
 Team Leadership and Development:
 
 Lead a team of Quality &amp; Standards specialists and Audit &amp; Data Analysts. Foster a culture of quality and continuous improvement across the organization
 
 .
 
 
 
 Qualification
 
 
 
 To be considered for the role, you must meet the below requirements:
 
 
 
 <ul>
 <li>
 Completed Degree or Honors (12+3 equivalent) in a related discipline and/or any other relevant field of study.
 </li>
 <li>
 10+ years of experience in In-Flight Services / In-flight Administration, and/or extensive experience in learning and development, leading large-scale change and transformation initiatives within the airline industry or training/educational organisations.
 </li>
 <li>
 Proven ability to manage teams and drive quality assurance initiatives in these environments.
 </li>
 <li>
 Strong background in quality management systems, including audit processes, and continuous improvement methodologies.
 </li>
 <li>
 Excellent written and verbal communication skills to engage with internal and external stakeholders.
 </li>
 <li>
 Advanced analytical capabilities to evaluate data, assess training materials, and ensure compliance with quality standards.
 </li>
 <li>
 Strong ability to identify issues and develop effective solutions to improve training quality.
 </li>
 <li>
 Understanding of the training sector and the challenges involved in delivering high-quality education and training Programmes.
 </li>
 <li>
 Familiarity with learning management systems (LMS), data analysis tools, and training delivery technologies.
 
 
 </li>
 </ul>
 
 Leadership Role:
 
 Yes
 
 
 Emirates is an international organisation with employees from over 160 nationalities, we encourage applications from across the globe!
 
 
 Your application journey begins by applying via the Emirates Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will be invited to complete a &ldquo;HireVue&rdquo; video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to an assessment and interview with our hiring managers.
 
 
 If you are successful, your recruiter will reach out to you with an offer, and our Onboarding team will ensure a smooth transition into your new role at Emirates!
 
 
 We look forward to hearing from you!
 
 
 Salary &amp; benefits
 
 
 Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That&rsquo;s on top of transport benefits, life insurance and more. Find out what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.
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Manager Crew Training Quality & Standards

Burjline Builders

Role Scope:
<ul>
<li>Training Coordination: Plan and organize training schedules, handle logistics, and ensure smooth communication with participants.</li>
<li>Prepare all required materials, venues, and resources ahead of each session.</li>
</ul>
Onsite Quality Assurance:
<ul>
<li>Carry out regular visits across Miral assets to check that training content, service standards, and operational procedures are consistently applied on the ground.</li>
</ul>
Reporting:
<ul>
<li>Record key observations from site visits, highlight areas for improvement, and share follow-up reports to support teams in maintaining and improving performance.</li>
</ul>
Trainer Support:
<ul>
<li>Assist trainers during sessions by managing attendance, setting up training rooms, coordinating materials, and ensuring a smooth flow throughout the session.</li>
</ul>
Training Database Management:
<ul>
<li>Maintain accurate training records, attendance sheets, and evaluation data to ensure proper tracking and compliance with internal standards.</li>
</ul>
Communication &amp; Coordination:
<ul>
<li>Serve as a key link between the training department and on-site teams, ensuring timely updates, clear communication, and alignment on schedules and priorities.</li>
</ul>
Logistics &amp; Resource Management:
<ul>
<li>Oversee the availability and condition of training tools, materials, and equipment.</li>
<li>Coordinate with procurement or operations teams when additional resources are required.</li>
</ul>
This is a Temporary 6-month role (on premise - 9am to 5pm - Monday to Friday) which might be extended based on the performance and the situation on ground.

Training and Quality Assurance Coordinator

The First Group

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As a Training and Quality Coordinator, you will support the Learning &amp; Development and Quality teams in delivering engaging training experiences and maintaining exceptional service standards. You will play a key administrative and operational role in executing training programs, managing quality audits, and ensuring that team members embody Ciel s commitment to excellence. Key Responsibilities: <ul> <li> Coordinate logistics for training sessions including room bookings, materials, attendance, and follow-up. </li> <li> Maintain training calendars and ensure team members are informed of upcoming sessions. </li> <li> Support onboarding programs and assist with new team member orientations. </li> <li> Track training attendance, maintain accurate records, and generate reports. </li> <li> Assist in preparing presentations, certificates, and training content. </li> <li> Help monitor service standards through quality audits and feedback reports. </li> <li> Assist in analyzing guest feedback from platforms like TrustYou, ReviewPro, and internal surveys. </li> <li> Coordinate with departments to follow up on training and quality improvement plans. </li> <li> Support mystery audits and ensure corrective actions are tracked. </li> <li> Help update SOPs and service checklists in collaboration with departments. </li> </ul>
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Training & Quality Coordinator

The Emirates Group

Lead the Training and Quality team to deliver exceptional customer and employee experience across the contact centres. Identify and review performance goals, competencies and development plans. Manage performance, motivate, engage and develop the team.
Create, review and evaluate learning and training methods, material and recommend and develop innovative solutions to ensure all training facilitates learning and is engaging, relevant, fit for purpose, effective and adheres to global quality standards. Create programmes to ensure learning is engaging and present throughout the contact centre employee journey across all grade levels, cultures and demographics.
Set the training standard for the Training and Quality team to follow. Provide relevant criteria to sign off individuals to deliver all content and authorised training programmes and personally deliver training programmes when required.
Liaise with R&amp;CC head office, Contact Centre management, and Resource Planning teams to schedule training and quality resource and attendee nominations to ensure programmes are developed and delivered in a timely manner to meet immediate, medium, and long-term business needs. Confirm course placements and ensure eligibility criteria are met. Ensure attendance and programme results are recorded in the corporate Learning Management System.
Ensure quality management is achieved throughout employee and customer journeys within the contact centre teams. Create programmes to engage teams and enable them to understand and deliver on quality goals. Monitor overall performance and provide coaching to leadership teams and consultants when required. Look for areas of improvement and create plans to address either internally or alongside, relevant product owners and stakeholders.
Foster and develop relationships with colleagues across R&amp;CC and other EK departments such as EKAS, Skywards, CASA, RO and L&amp;T as well as external partners to ensure that quality programmes and learning and development solutions are benchmarked and aligned with latest developments, innovations and industry best practise.
Project manage new quality and training requirement programmes. Ensure specified criteria are met on time and within budget. Contribute and participate in overall business development and improvement projects and initiatives where required.
Ensure industry and legislative requirements in relation to training and quality are understood, practised, trained and governed within the team to ensure internal and external regulatory compliance.
Create and share reports which demonstrate training and quality progress against defined goals to R&amp;CC head office and Contact Centre management teams. Provide programme delivery, management of pre and post trainee contact time and evaluation reports, and share insights with relevant stakeholders.

Contact Centre Training & Quality Specialist

Mehan Executive Search

We are looking to hire a Training coordinator for our client based in Abu Dhabi.&nbsp;Role Scope:&nbsp;1. Training Coordination:&nbsp;Plan and organize training schedules, handle logistics, and ensure smooth communication with participants. Prepare all required materials, venues, and resources ahead of each session.&nbsp;2. Onsite Quality Assurance:&nbsp;Carry out regular visits across Miral assets to check that training content, service standards, and operational procedures are consistently applied on the ground.&nbsp;3. Reporting:&nbsp;Record key observations from site visits, highlight areas for improvement, and share follow-up reports to support teams in maintaining and improving performance.&nbsp;4. Trainer Support:&nbsp;Assist trainers during sessions by managing attendance, setting up training rooms, coordinating materials, and ensuring a smooth flow throughout the session.&nbsp;5. Training Database Management:&nbsp;Maintain accurate training records, attendance sheets, and evaluation data to ensure proper tracking and compliance with internal standards.&nbsp;6. Communication &amp; Coordination:&nbsp;Serve as a key link between the training department and on-site teams, ensuring timely updates, clear communication, and alignment on schedules and priorities.&nbsp;7. Logistics &amp; Resource Management:&nbsp;Oversee the availability and condition of training tools, materials, and equipment. Coordinate with procurement or operations teams when additional resources are required.&nbsp;&nbsp;This is a Temporary 6-month role (on premise - 9am to 5pm - Monday to Friday) which might be extended based on the performance and the situation on ground.The candidate must be on their own visa.

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