# Quality Assurance & Training Officer — MBC Group

Canonical: https://jobxdubai.com/jobs/19843-quality-assurance-training-officer
Location: Dubai, UAE
Type: full_time · Level: mid
Monthly salary: AED 18,000 to 28,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-02-18
Apply: https://ehff.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_2001/job/19843/apply/email

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## Description

Key Responsibilities

1) Leadership & Planning

• Translate the center’s Statement of Direction and business plans into an annual QA & Training plan with clear targets for quality outcomes, coaching impact, and training verification, aligned to COPC’s performance management approach.

• Maintain a COPC control framework for quality (policies, scorecards, escalation thresholds, corrective action workflow) and publish monthly performance reviews with actionable insights.

2) Processes (Quality Management & Training)

• Transaction Monitoring (QA): Design and continuously refine scorecards that measure what matters to customers and the business (critical errors, accuracy, compliance, empathy, resolution). Ensure items map to CSAT/FCR drivers per COPC guidance.

• Sampling & Reliability: Define statistically valid sampling plans (agent‑level and business‑level), using COPC methods to avoid bias and achieve reliable precision over time.

• Calibration: Lead multi‑party calibration (QA, supervisors, clients) using COPC’s five‑step discipline; track agreement rates and implement remediation to protect data integrity.

• Quality Analysis: Run recurring Pareto/error categorization, trend and driver analysis; link findings to process fixes and coaching plans that demonstrate measurable improvement (AHT, recontact, quality results).

• Voice of Customer (VoC): Integrate CSAT/NPS verbatims and complaint themes into QA insights; prioritize improvements on key journeys with the highest CX and cost impact.

• Training Lifecycle:

• Design onboarding, refresher, and change‑management trainings for products/systems/processes.

• Implement Training Verification (knowledge checks, nesting assessments, post‑training transaction audits) to confirm skill transfer before agents reach steady state—consistent with COPC People & Process practices.

• Keep SOPs and micro‑learning content current; align training to observed defects and customer drivers (closed‑loop).

• Technology Enablement: Utilize QA platforms, speech analytics, and reporting tools to scale monitoring and insights—as reflected in COPC research on QA program technology adoption.

3) People (Coaching & Performance Support)

• Conduct structured 1:1 coaching based on transaction evidence; set Improvement Action Plans (IPAs) with SMART goals and follow‑up intervals.

• Partner with Workforce, Operations, and Team Leads to schedule coaching, refresher sessions, and targeted huddles without compromising service levels.

• Contribute to role definitions, onboarding pathways, and agent competency matrices; monitor attrition/absenteeism signals and remediate through targeted learning.

4) Performance (Reporting & Continuous Improvement)

• Publish weekly/monthly QA & Training dashboards: precision rate over time, quality score distribution, error indices, calibration agreement, verification pass rates, coaching lift (pre/post), and the operational impact on CSAT, FCR, AHT, and Cost per Contact—metrics central to COPC.

• Lead corrective actions using structured problem‑solving; document root cause, expected ROI, owners, and timelines in a COPC‑style action register; validate results via stress‑test cycles.

• Present performance reviews to management and clients, demonstrating sustained improvement and readiness for COPC audits/certification.

Deliverables

• COPC‑aligned QA policy, scorecards, sampling & calibration plan.

• Monthly Quality & Training Impact Report (CSAT/FCR/AHT/Cost per Con

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