Quality and Training Supervisor

About the role

We are seeking a qualified Quality and Training Supervisor to lead the implementation of training and quality frameworks across CX and Contact Center projects in Saudi Arabia. The role ensures consistent application of standards, compliance with client SLAs, and continuous improvement of service delivery.

Key responsibilities

• Define and maintain standardized training and quality frameworks, SOPs, scorecards, and methodologies.
• Ensure consistent application of standards across all projects and alignment with COPC practices.
• Conduct regular project reviews to identify compliance, training, quality, or performance gaps.
• Oversee project‑level training plans, materials, assessments, certification processes and delivery effectiveness.
• Monitor new‑hire, refresher, upskilling, and nesting activities.
• Evaluate training effectiveness, identify competency gaps and support targeted learning interventions.
• Manage quality monitoring for voice and digital channels, including calibration activities.
• Analyze quality results, customer feedback and operational KPIs to drive improvement initiatives.
• Perform root‑cause analysis and support corrective and preventive actions.
• Prepare consolidated dashboards, reports and management updates highlighting risks, trends and recommendations.
• Coach project‑level trainers and quality analysts and support audits, client reviews and project mobilisation.

Required profile

• Bachelor’s degree in a relevant field.
• Minimum 3 years of experience in contact‑center training, quality, CX operations or a related area.
• Strong background in training and quality management within a contact‑center environment.
• Good knowledge of COPC standards and best practices.

Required skills

• Root Cause Analysis
• Performance Improvement
• Operational KPIs
• Scorecards
• Calibration Practices
• Training and Quality Management
• COPC
• Quality Assurance