Training & Quality Executive

About the job

The company is building the Everything App for the greater Middle East, simplifying moving around, ordering food and groceries, managing payments, and more. We aim to improve people’s lives and build an inspiring organization. Our journey since 2012 has enabled earnings for over 2.5 million Captains and positively impacted over 70 million customers across 70+ cities in 10 countries, from Morocco to Pakistan. Now, entering our next chapter powered by AI, we are seeking curious problem-solvers who can leverage AI to enhance operations, improve customer experiences, and innovate internal systems.

About The Team
The Partner Onboarding team at Dineout is seeking a proactive and detail-oriented Training & Quality Executive. In this hybrid role, you will harmonize quality assurance and partner capability building. You will be responsible for the end-to-end loop, utilizing insights from quality audits to enhance onboarding programs, refine training materials, and boost overall partner performance on the company app. Additionally, you will work closely with restaurant partners to optimize their menu offerings and manage customer escalations to ensure high-quality experiences for partners and customers alike.

What You’ll Do

• Training & Capability Building:

  • Plan and deliver onboarding programs for new partners, along with regular refresher training sessions for existing partners.
  • Develop, update, and maintain Standard Operating Procedures (SOPs), training presentations, 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 mitigate issues before they affect operational performance.
  • Track and report key quality metrics and trends regularly to internal stakeholders.

• Closed-Loop Process Optimization:

  • Analyze audit insights to update and redesign training content promptly, closing 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 company app.
  • Manage customer escalations in collaboration with partners to achieve prompt resolutions and maintain high customer satisfaction standards.

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, capable of conveying complex processes clearly to diverse audiences.
• Strong analytical and problem-solving skills to identify 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 escalation management with a strong customer-first mindset.
• High attention to detail and experience tracking metrics and using evaluation scorecards.

What We’ll Provide You
We offer opportunities to make a meaningful impact in the region while learning and growing. As a full-time company colleague, you will be able to:

• Work alongside inspiring colleagues in a community-driven environment.
• Engage your passion in a purposeful organization committed to creating impact in a region with untapped potential.
• Explore new opportunities for learning and growth every day.
• Enjoy a flexible work schedule: 4 days a week in the office and 1 day from home, with the option to work remotely from any country for 30 days a year, plus unlimited vacation days. (For individual contributors in tech, 2 office days a week and 3 from home.)
• Access healthcare benefits and fitness reimbursements for health activities, including gym memberships, health clubs, and training classes.