About the company

We are Qatar Insurance Company (QIC), the leading insurance provider in GCC. With a history dating back to 1964, we have established ourselves as a pioneer in the insurance industry, offering innovative solutions to meet the diverse needs of individuals and businesses.

Our vision is to make QIC group become the first Digital Ecosystem in the region by combining insurance and non-insurance services in one platform. Through our digital platforms, such as qic.online and the QIC app, we empower customers to manage their needs anytime and anywhere.

Our employees have been featured in Forbes 30 under 30, teach at online universities, serve on program committees of major IT conferences, and have previously worked at Yandex, Tinkoff, Avito, Ozon, and other leading tech companies.

About the position

As a Call Center Team Lead, you will lead and develop a team of insurance sales agents, driving sales performance, service quality, and operational excellence. We’re looking for a hands-on leader who builds a culture of accountability and continuous improvement through coaching, data-driven decision-making, and a customer-first approach.

Responsibilities

Monitor daily team performance and operational discipline to ensure achievement of individual and team KPIs
Manage the call quality improvement cycle by reviewing calls, identifying performance gaps, providing structured feedback, and tracking progress
Analyze team performance data to highlight trends and define improvement actions
Ensure compliance with call center procedures, quality standards, and the defined authority matrix
Handle escalated customer cases and coordinate approvals for non-standard terms or exceptions
Support the rollout and adoption of new processes and tools
Contribute to the onboarding and development of new agents
Run daily stand-ups and provide the Sales Manager with a structured weekly performance report

Requirements

2+ years of call center experience in a sales-focused environment, including at least 1 year in a Team Lead or Supervisor role, with a proven track record of achieving individual or team sales targets
Bachelor’s degree; additional education in sales, management, or a related field will be an advantage
Strong understanding of sales KPIs, conversion metrics, pipeline management, and call center operations, with the ability to analyze performance data and translate insights into actions
Proficiency in managing sales performance, providing structured feedback, creating individual improvement plans, and motivating teams to achieve results
Significant communication, problem-solving, and people management skills, with empathy and confidence in handling customer escalations
Working background with Creatio or a similar CRM, as well as Google Sheets or Excel for sales pipeline and funnel tracking
Fluency in English and Arabic for written and verbal communication

We offer

Full-time remote, rotational work schedule with 2 days off during the week
Long-term service agreement contract with QIC with 3 months probation period
Bonus system based on performance and the team results
Payment in US dollars monthly to your bank account using SWIFT
Vacation policy: 20 workdays of vacation, and 10 sick days
Medical Insurance
Clear career progression and salary growth opportunities supported by regular performance reviews

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