Head of Training and Quality

Department: Customer Experience

Employment Type: Full Time

Location: UAE

Reporting To: Arthur Zhuravsky

Description

About us

Tabby creates financial freedom in the way people shop, earn, and save by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA, and Shein, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest-rated, most-reviewed, largest, and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.


About the role
As the Head of Training and Quality at Tabby, you will be the driving force behind delivering exceptional customer experience by owning and elevating our training and quality assurance functions. This is a high-impact role where you will manage and guide a team focused on fostering a customer-centric culture while ensuring the highest quality of standards. 

Key Responsibilities

Leadership and Team Management:

• Manage 2 wings of the Training and Quality function
  •  Training team, consisting of course development and training delivery
  • Quality team
  • Also, an analytical resource that is digging the insights coming from ops performance
• Select and maintain a team of L&D professionals, providing coaching and guidance to ensure they have the skills and knowledge to deliver high-quality programs.
• Lead by example, promoting a culture of excellence, accountability, and high standards.
• Collaborate closely with the analytics and product teams in the development of TQ processes and automated quality solutions.
• Lead the implementation of TQ processes across all operations touchpoints, ensuring alignment with customer needs.
• Contribute to the improvement of the RTQ (Recruitment - Training - Quality) pipeline by providing insights from agent performance to address gaps in the training and recruitment stages.

Customer-Centric Training Development and Execution:

• Create and implement training programs that emphasize the importance of empathy, customer understanding, and delivering outstanding service.
• Build and maintain training content that is dynamic, engaging, and tailored to the needs of our evolving business and customer expectations.
• Continuously assess training gaps and realign strategies to ensure teams have the tools and skills necessary to excel in delivering customer-centric solutions.
• Ensure training programs support process, product knowledge as well as soft skills, aligning CX team behaviors with Tabby’s customer experience vision.
  
  

Quality Assurance Ownership and Process Development:

• Take full ownership of quality assurance practices, establishing clear, high-level standards for customer interactions that align with the company’s customer-first philosophy.
• Develop and refine customer service quality processes to ensure consistency, accuracy, evidence of delivery with a relentless focus on customer satisfaction.
• Mitigate execution gaps where quality or training or ops staff are cutting corners for the sake of easier or faster delivery.
• Maintain a TQ ops reporting with evidence of sensible delivery (as an alternative to a formal checkbox).

Vision and Stakeholder Collaboration:

• Work closely with CS Ops Director and Director of CX to shape and communicate the vision for customer experience quality across the organization.
• Collaborate with product, operations, and other relevant teams to provide relevant feedback regarding the experience aspects along the customer journey.

Data-Driven Decision Making:

• Continuously monitor, analyze, and report on quality metrics to identify opportunities for improvement and refine strategies based on data.
• Own the performance improvement process, ensuring that training and quality initiatives are consistently aligned with customer expectations and business goals.
  
  

Skills, Knowledge & Expertise

• Bachelor's degree in Business Administration, Education, or a related field.
• 5+ years of experience in training, quality assurance in a leadership position.
• Proven experience in managing high-performing teams in large-scale, fast-paced companies, ideally within fintech, e-commerce, or other rapidly growing environments.
• Strong background in customer-centric training, process design, and quality assurance, with an unwavering commitment to customer satisfaction.
• Excellent leadership skills, with the ability to motivate, challenge, and elevate teams.
• Deep understanding of customer experience principles, with a focus on fostering empathy in Ops teams, leading to high-quality service delivery.
• Experience in setting and managing KPIs, with a proven track record of achieving operational excellence.
• Proficiency with learning management systems (LMS), customer service tools, and CRM platforms.
• Familiarity with quality management systems and methodologies (e.g., Six Sigma, Lean).