Mal is pioneering the future of ethical banking for Muslims worldwide, delivering a modern, AI-powered, Sharia-compliant financial experience. As we rapidly scale our customer support operations, we seek a passionate Quality & Training Manager to champion excellence and consistency across every customer interaction. You will be instrumental in setting the gold standard for support quality, coaching, and learning, ensuring every team member is empowered to exceed customer expectations while upholding our core values. This is a unique opportunity to build and lead quality assurance and training initiatives from the ground up, shaping how we nurture talent, measure performance, and drive continuous improvement. Your work will directly impact our mission to provide transparent, ethical, and empathetic service for our global community.

Build Mal's agent certification programme: pre-launch training curriculum, skills assessments, and ongoing re-certification.

Design and run the QA framework call/chat scoring rubrics, calibration sessions, blind evaluations.

Own the knowledge management system ensure all agents have access to accurate, up-to-date content on Mal's products, Sharia guidelines, and crypto processes.

Translate playbooks into training modules.

Hire and develop the Training Specialist and QA Specialist roles at Launch.

Conduct monthly quality calibration sessions with the CS Operations Manager.

Build a feedback loop from QA findings into content updates and process improvements.

Track and report on quality metrics: QA scores, training completion, knowledge assessment pass rates.

Conduct a comprehensive assessment of current support quality and training processes

Develop and launch a standardized quality assurance evaluation process

Design and deliver an updated onboarding and training curriculum for new and existing agents

Establish baseline performance metrics and reporting dashboards

Provide actionable recommendations for immediate quality and efficiency improvements

Desired Candidate Profile

• 6-10 years in CS training, quality assurance, or learning & development; fintech or banking background preferred.
• Experience designing structured training programmes for a new product launch or team build-out.
• Solid understanding of QA frameworks rubric design, calibration, blind scoring, appeals process.
• Strong Islamic finance knowledge.
• Crypto literacy can train agents on wallet mechanics, transaction types, and common dispute scenarios.
• Experience with LMS platforms and knowledge base tools (Confluence, Notion, Guru, or equivalent).
• Excellent Arabic and English written and verbal communication.
• Experience in Sharia-compliant or ethical financial services
• Familiarity with AI or digital banking platforms
• Certification in training, coaching, or quality management (e.g., COPC, Six Sigma)
• Multilingual, especially in Arabic
• Exposure to remote or hybrid team environments