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Head of Quality, Training and Operational Enablement – Yas
Let’s grow together, become our Head of Quality, Training and Operational Enablement.
- Minimum requirements Bachelor in Business Administration or related fields. Minimum 10+ years experience in telecom/Banking/customer service fields, quality assurance, training, or operational excellence roles. An MBA will be an added advantage.
Recommended:
Core responsibilities
- Develop and implement CX quality framework to ensure consistent and high quality customer interactions across all touchpoints (call centres, stores and digital channels) for frontline representatives, stores staff and digital support teams.
- Design and oversee training programs for customer engagement and problem solving skills.
- Conduct regular audits, call monitoring and mystery shopping programs to assess service delivery standard.
- Keep training content updated with new company products, services and regulatory requirements.
- Introduce mobile learning applications to enable employees to access training anytime, anywhere.
- Develop and execute a comprehensive strategy for customer operations teams to achieve business goals and improve customer satisfaction.
- Partner with operations, marketing, service, network, IT, CX quality and training heads to align initiatives with overall business goals.
Core competencies
- Proven ability to lead large teams, drive cultural change and cross-functional collaboration.
- Strong understanding of telecom products, services, regulatory requirements and customer behavior management trends.
- Strong communication and stakeholder management.
“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.” Only shortlisted applicants will be contacted.
If this description corresponds to you, grow with us by applying before March 05, 2026.
CLICK HERE TO APPLYFraud and Investigation Manager – Yas
Let’s grow together, become our Fraud and Investigation Manager.
- Minimum requirements Bachelor’s degree or its equivalent in Computer Science, Information Technology, digital forensic or other related fields. Minimum of 5 years’ experience in fraud investigation and cyber security. Professional certifications such as Certified Fraud Examiner (CFE) will be added advantage.
Core responsibilities Investigation & Risk Management:
- Expertise in leading complex fraud investigations, conducting root cause analysis, and implementing corrective actions to mitigate fraud and control failures.
Cybersecurity Awareness & Data Analysis:
- Strong ability to monitor cybersecurity incidents, analyze fraud patterns and collaborate with IT to enhance digital security.
Process & Operational Excellence:
- Ability in designing and implementing efficient processes for reporting, query resolution, and system support to ensure smooth channel operations.
Strategic Collaboration & Stakeholder Engagement:
- Skilled in cross-functional coordination with internal teams, external partners, and law enforcement to drive fraud prevention efforts and ensure compliance.
Process Improvement & Operational Excellence:
- Capable of designing efficient processes for reporting, documentation, and query resolution, while proposing system enhancements to reduce fraud risks.
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Competences
- Integrity & Ethical Conduct
- Investigative & Analytical Thinking
- Communication & Stakeholder Engagement
- Financial Crime & Regulatory Awareness
“We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.” Only shortlisted applicants will be contacted.
If this description corresponds to you, grow with us by applying before March 05, 2026.
CLICK HERE TO APPLYads2