Customer Care Quality & Training Lead Jobs in UAE 2026

Description:

Apply for the latest Customer Care Quality & Training Lead jobs in the UAE. Explore customer service quality assurance and training careers. Updated on 31 July 2026.

Shape Customer Service Excellence with a Leadership Role

Are you an experienced customer service professional with expertise in quality assurance and employee training? A leading organization in the UAE is seeking a Lead – Customer Care Quality & Training to drive service excellence, improve customer satisfaction, and strengthen quality standards across its Customer Services function.

This position is ideal for professionals who have experience managing quality assurance programs, coaching customer service teams, and implementing training strategies that improve operational performance. If you enjoy developing people, analyzing service quality, and creating a culture of continuous improvement, this could be an excellent opportunity to advance your career.

About the Role

The Lead – Customer Care Quality & Training will support the planning, implementation, and monitoring of quality assurance and training initiatives. Working closely with management, the successful candidate will help improve customer interactions, monitor performance standards, ensure compliance with service policies, and deliver effective training programs that enhance employee capabilities.

Available Position

Lead – Customer Care Quality & Training

Key Responsibilities

The selected candidate will be responsible for:

• Supporting customer care quality assurance and training initiatives.
• Monitoring service quality and customer experience standards.
• Tracking KPIs and preparing management performance reports.
• Supervising quality improvement activities and training programs.
• Coaching customer relationship teams to improve service delivery.
• Developing and updating quality policies, procedures, and documentation.
• Monitoring Service Level Agreements (SLAs) and recommending improvements.
• Organizing training sessions, workshops, and on-the-job coaching.
• Reviewing training materials to align with current business requirements.
• Promoting compliance with health, safety, security, and risk management policies.

Candidate Requirements

To be considered for this role, applicants should have:

• Bachelor’s degree in Business Administration or an equivalent qualification.
• 6–9 years of relevant professional experience in customer service, quality assurance, or training.
• Master’s degree in Business Administration or a related field is preferred.
• Strong knowledge of customer service quality standards and performance management.
• Experience delivering employee training and coaching programs.
• Excellent analytical, communication, and leadership skills.
• Ability to prepare reports, monitor KPIs, and implement continuous improvement initiatives.

Why Join This Opportunity?

Successful candidates will benefit from:

• Opportunity to lead customer service quality initiatives.
• Exposure to training, coaching, and performance improvement projects.
• Professional development within a dynamic organization.
• Collaborative working environment focused on continuous improvement.
• Career advancement opportunities in customer experience leadership.

How to Apply

Interested candidates who meet the required qualifications should apply through the employer’s official recruitment process. Before submitting your application, ensure your CV highlights your experience in customer service quality, training, team leadership, KPI management, and process improvement.