Training & Quality Executive

What you ll do

• Training & Capability Building: Plan and deliver onboarding programs for new partners, as well as regular refresher training sessions for existing partners.
• Develop, update, and maintain Standard Operating Procedures (SOPs), training decks, and job aids to reflect process and policy changes.
• Evaluate training effectiveness and learning retention through post-training assessments and practical evaluations.
• Quality Assurance & Auditing: Conduct regular quality checks on partner catalog data, including menu details, pricing, visuals, and promotional campaigns.
• Score catalog performance and provide structured, actionable feedback using defined quality scorecards.
• Identify root causes, recurring errors, and process bottlenecks to proactively address issues before they impact operational performance.
• Track and report key quality metrics and trends on a regular cadence to internal stakeholders.
• Closed-Loop Process Optimization: Analyze audit insights to immediately update and redesign training content, eliminating the gap between issue identification and training remediation.
• Own end-to-end performance improvement for partner operations by continuously aligning quality benchmarks with training initiatives.
• Partner & Customer Operations: Follow up with partners to gather updated menus, imagery, special offers, and campaign materials, ensuring accurate representation on the Careem app.
• Manage customer escalations in collaboration with partners to achieve prompt resolutions and maintain high customer satisfaction standards.

Desired Candidate Profile

What you ll need

• Strong background in training delivery, quality assurance, or partner management, preferably within quick-commerce, food delivery, or e-commerce platforms.
• Excellent communication and presentation skills, with the ability to convey complex processes clearly to diverse audiences.
• Strong analytical and problem-solving abilities to spot operational trends, perform root cause analysis, and measure training/quality impact.
• Ability to design engaging training materials, SOPs, and user-friendly job aids.
• Experience in customer success, partner success, or escalations management with a strong customer-first mindset.
• High attention to detail and proficiency in tracking metrics and working with evaluation scorecards.

What we ll provide you

• We offer colleagues the opportunity to drive impact in the region while they learn and grow.
• As a full time Careem colleague, you will be able to:
• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.