Training & Quality Specialist Temp

Job Title Training & Quality Specialist Temp
Sector Operations
Division Sales
Department Customer Support
Section Planning & Development
Unit Training & Quality
Report To Training & Quality Manager
Main Job Purpose:
The primary objective of this role is to monitor and evaluate the quality of customer service operations by
auditing service centers, tracking compliance, and providing data-driven insights that support continuous
service improvement. The role contributes directly to customer satisfaction and operational efficiency by
identifying quality gaps across customer touchpoints, documenting findings, and following up on improvement
actions with operational teams. Through systematic audits, analysis, and coordination, the role strengthens
service consistency, supports brand standards, and improves the overall customer experience delivered by the
organization.
Duties & Responsibilities:
1. Perform audits of customer care centers covering staff appearance, service processes, product
availability, documentation, and brand standards according to quality checklists.
2. Review quality observations collected from physical visits, systems, and call monitoring channels to
assess service consistency.
3. Audit availability of customer service products and services across centers to verify alignment with
service requirements.
4. Audit readiness of work tools and facilities, including equipment, connectivity, power stability, and
environmental conditions.
5. Review branding elements such as signage, colors, layouts, advertising materials, and visual identity
applications at service locations.
6. Document audit findings, observations, and related evidence in quality databases and archive supporting
photos and records.
7. Track progress of corrective actions raised from quality audits in coordination with retail supervisors and
update tracking systems.
8. Analyze quality data to identify repeated gaps, process weaknesses, or environmental issues affecting
service quality.
9. Support supervisors by explaining quality criteria, audit results, and improvement expectations within
the quality framework.
10. Participate in meetings, workshops, and committees related to service quality, training, and process
improvement initiatives.
11. Prepare summary reports and dashboards highlighting audit scores, key findings, and improvement
trends.
12. Contribute inputs to updating audit templates, checklists, and quality tools based on field observations.
Behavioral Competencies:
1. Communication: Communicates audit findings, quality observations, and improvement
requirements clearly through reports, discussions, and system documentation.
2. Analytical Thinking: Reviews of quality data, audit scores, and trends to detect recurring issues and
areas for improvement.
3. Problem Solving: Identifies routine quality issues, analyzes root causes using data and observations,
and proposes practical improvement actions within the quality framework.
4. Collaboration: Works cooperatively with supervisors, retail teams, and internal stakeholders to
support corrective actions and quality improvement initiatives.
5. Attention to Detail: Applies careful observation and consistency when auditing service processes,
facilities, documentation, and branding elements.
6. Getting Things Done: Completes audits, documentation, follow-up tracking, and reporting activities
within agreed timelines and standards.
Technical Competencies:
1. Quality Auditing & Compliance Assessment: Applies structured quality checklists and auditing
standards to assess customer care centers across service processes, environment, branding, and
documentation.
2. Service Quality Monitoring & Evaluation: Monitors service quality across physical channels, systems,
and call interactions by reviewing observations and compliance indicators.
3. Data Collection, Analysis & Tracking: Collects, records, and analyzes quality audit data using
databases or spreadsheets to track issues, trends, and corrective actions.
4. Documentation & Reporting: Prepares clear audit records, quality reports, dashboards, and
supporting evidence (including photos) using approved templates and tools.
5. Quality Tools & CRM Systems: Uses CRM systems, quality databases, and internal tools to log findings,
update follow-up actions, and maintain quality records.
6. Training & Quality Standards Application: Applies defined quality criteria, service standards, and
audit guidelines when supporting supervisors and participating in training or improvement initiatives.
Qualifications:
Education
A bachelor’s degree in business administration, Marketing, Engineering, Computer
Science, or a related field.
Experience 0- 1 year in the customer experience field.
Certificates ISO 9001 certifications.
Language Fluent in English/Arabic (Written& Spoken).