Quality And training Supervisor

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.