Role summary
We're seeking a Quality Leader to design, scale, and manage a world-class quality framework across all support functions (Customer and Partner Support). You will own the end-to-end quality program, drive measurable improvements, and embed a strong culture of accountability, coaching, and continuous feedback. This is a critical leadership role aimed at transforming quality from a compliance checkbox to a strategic performance enabler.
Responsibilities
- Enhance the existing quality framework aligned with Tamara's customer obsession and COPC standards
- Define clear quality KPIs, sampling methodologies, and audit scope by channel (chat, email, phone, social, partner support)
- Create a governance model linking quality to CSAT, FCR, DSAT root causes, and operations KPIs
- Lead a team of quality specialists and auditors
- Define team capacity models and performance scorecards
- Embed regular calibration sessions with Ops, Training, and Product
- Lead the implementation or optimization of the quality management system
- Create audit templates, rubrics, and "What Good Looks Like" playbooks per line of business
- Collaborate with BI to build quality dashboards
- Conduct deep-dive analysis on DSAT, repeat contacts, and poor quality audits to identify systemic gaps
- Translate quality findings into training needs, content updates, process changes, and product feedback
- Present weekly/monthly findings in WBRs and QBRs with action plans
- Partner with Training, Content, Product, Operations, and Operational Excellence teams to resolve root causes
- Drive cross-functional alignment on remediation plans for systemic quality defects
- Support new initiatives with tailored QA tracking
Qualifications
- 5+ years in customer experience quality management, preferably in fintech or tech support environments
- Proven track record of designing and scaling QA programs, including calibration and performance insights
- Experience leading teams across multiple geographies or third-party vendors
- Exposure to COPC, ISO 9001, or other quality management standards is preferred
- Experience working with Zendesk, Genesys, Tableau, and Quality Management Systems
Experience
5+ years in customer experience quality management, preferably in fintech or tech support environments
Skills
- Deep knowledge of QA tools, contact center metrics, and audit methodologies
- Strong analytical and storytelling capabilities; able to turn raw QA data into business insights
- Excellent communication, stakeholder influence, and change management skills
- Advanced English in both written and verbal communication
Education · Experience · Type
Requires 5+ yearsFull-timeOn-site · RiyadhSalary not stated