Process Excellence, Quality & Training Manager (Contact Centre)

This role is accountable for end‑to‑end ownership of the Contact Centre Quality Framework, Training Governance Oversight, and Process Excellence, with a clear mandate to embed and sustain the Becoming Best-in-Class Service Standards (Excellence) Program across all operations.

The incumbent will propose the strategic quality roadmap to uplift the overall quality and patient experience of the contact center. Incumbent will lead the Quality Team comprising of Quality Analysts/Auditors and ensure that excellence is achieved not through ad‑hoc initiatives, but through strong governance, standardized processes, clear quality expectations, and continuous improvement.

This is a leadership role, suited for a seasoned contact center professional with deep expertise in quality, process optimization, and performance governance.

Qualifications & Experience

·       Bachelor’s degree in business administration, Operations, Quality, or related field.

·       6–10 years of experience in contact center quality, process excellence, or governance roles.

·       Proven track record leading quality frameworks and large‑scale process improvement initiatives.

·       Strong analytical and problem‑solving capability.

Role Purpose

To institutionalize Best-in-Class excellence standards by ensuring:

·       Lead the Quality Function for a 300+ seater healthcare Contact Centre spread across AbuDhabi & Northern Emirates

·       Drive performance to achieve brand patient experience goals

·       Lead Quality Team and deliver consistent & measurable service quality

·       Lead continuous improvement projects that will reduce cost to serve, improve processes that impact customer outcomes

·       Create an efficient governance model and standardize handling processes across centers

·       Own training and quality outcomes

·       To formalize and implement standard and centralized knowledge base that supports AI initiatives, agent copilot and ensure governance and process documentation and agent regular training and testing

·       Implement COPC performance management framework

Key Responsibilities

Quality Governance & Best-in-Class Service Standards

·       Own and govern the Contact Centre Quality Framework to deliver Best-in-Class Service Standards.

·       Ensure quality criteria reflect:

o   Service standards

o   Standard & Uniform Processes

o   Drive Community Centricity

o   Create better patient experience

o   Drive desired frontline behaviors

·       Oversee quality monitoring, calibration sessions, scoring consistency, and governance.

·       Conduct structured analysis of:

o   Quality failures

o   Repeat calls

o   Complaints and escalations

o   Process‑driven errors

o   Host knowledge forums with frontline and quality teams

o   Call patients to seek feedback on Call Center performance every month

o   Translate insights into clear corrective actions across training, knowledge, and operations.