Quality and Training Manager (1398)

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment. Job Purpose We are seeking an experienced, driven CX Quality Governance & Standards Manager to lead our Customer Experience (CX) Quality function and ensure consistent service excellence across all channels. Key Responsibilities Quality Governance & Standards • Lead and manage the CX Quality team to ensure consistent service quality. • Define, implement, and maintain quality frameworks, scorecards, and SOPs. • Ensure compliance with CX quality standards, COPC requirements, and client SLAs. • Support internal and external quality audits and compliance reviews. Quality Monitoring & Calibration • Oversee call, chat, email, and case evaluations across all channels. • Conduct regular quality calibrations with Operations and clients. • Ensure fair, consistent, and accurate quality scoring. • Review trends and address evaluator bias or performance gaps. Performance Analysis & Improvement • Analyze quality results, CSAT, NPS, and VoC data to identify improvement opportunities. • Perform root cause analysis and recommend corrective and preventive actions. • Partner with Operations and Training teams to improve agent performance. • Track the effectiveness of quality improvement initiatives. Coaching & Development • Coach and mentor Quality Analysts to enhance evaluation and feedback capabilities. • Support agent coaching through actionable, data-driven insights. • Identify training needs and collaborate on learning interventions. Reporting & Stakeholder Management • Prepare and present quality dashboards and executive-level reports. • Share insights, risks, and recommendations with leadership and clients. • Support quality-related escalations and customer complaint resolutions. Process Optimization & Innovation • Continuously improve quality processes, tools, and methodologies. • Leverage automation, AI, and analytics to enhance quality monitoring. • Support CX transformation and customer journey improvement initiatives.