Supervisor QA, Knowledge Management

Job description:

POSITION INFORMATION

Division:Commercial

Department:Customer Excellence

Role Designation: Supervisor QA, Knowledge management & training

Dimension:

Reports To: Senior Manager Customer Excellence

Direct Reports: Team Leads, QA, Training, Process & Knowledge, Reporting/Analytics

Internal Interfaces: All Customer Excellence units, HR/L&D, Product, IT, Regulatory/Compliance

ROLE PURPOSE:

To lead the support ecosystem that underpins high-quality Customer Excellence, including quality assurance, training, knowledge management, process improvement, and reporting. The Head of Support & Enablement ensures front line and back-office teams are equipped, informed, and coached to deliver exceptional service through structured oversight of enablement tools and performance insights.KEY ACCOUNTABILITIES AND RESPONSIBILITIES:

Operational Accountabilities:

* Lead the QA and Training teams in monitoring, improving, and reinforcing interaction quality and agent capability

* Oversee knowledge management systems and ensure accurate, accessible support material is maintained and utilized

* Manage the development and implementation of on boarding, refresher, and upskilling training programs across channels

* Drive standardization and optimization of customer service processes and SOPs

* Produce performance dashboards, trend analysis, and actionable reports for all Care leadership

* Act as operational owner for iQOS (interaction Quality of Service) model and ensure metric alignment across functions

* Conduct calibration sessions, deep-dive reviews, and action planning cycles to uplift performance

* Monitor regulatory training compliance and readiness for audits or external reviews

* Support deployment of new tools, systems, or journeys with training, comms, and readiness validation

* Collaborate cross-functionally to incorporate product/service changes into front line support frameworks

* iQOS Adherence: agent-level quality scores and standards compliance

* Training Impact Metrics: post-training uplift in KPIs or error rates

* Process Compliance: SOP adoption, process exceptions, and repeat error rates

* Knowledge Base Accuracy & Use: search-ability, accuracy, usage frequency

* QA Calibration Alignment: cross-team agreement and scoring consistency

* Insight-to-Action Conversion: rate of improvements implemented from reports

* Languages: fluent Arabic and English

* Organized and methodical leader with attention to service detail and operational logic

* Ability to bridge people, process, and performance data into a cohesive support model

* Skilled at creating clarity through SOPs, visuals, and structured frameworks

* Comfortable with training methodologies, performance coaching, and adult learning

* Collaborative style able to influence without authority across peer teams

* Systems-fluent with experience in QA tools, LMS, BI dashboards, and process mapping

ROLE REQUIREMENTS:

Educational Qualifications:

Bachelor's degree in Operations, Business, Learning, or related field

Professional Qualifications & Experience3 to 5 years in customer service, with at least 2 in quality, training, or performance improvement

Experience delivering structured coaching and process change in service environments

Familiarity with contact center platforms, QA software, LMS, and analytics tools

Sector of Previous Experience Telecommunications, etc.

Language Requirements for Role:

English mandatory, Arabic mandatory ( both verbal and written).

Key Skills, Requirements and Knowledge

* Certified Trainer or Instructional Designer (desirable)

* Quality Assurance certification or audit readiness training (beneficial)

* Strong documentation and presentation skills

* Comfortable managing performance data and converting it into action

* Able to deliver internal coaching and feedback sensitively and constructively

* Deadline-driven with a structured, improvement-oriented mindset

* Good skills in Microsoft Excel and PPT

Profile description:

To lead the support ecosystem that underpins high-quality Customer Excellence, including quality ass