Quality Assurance Partner

Keeta; Riyadh; On-site; SAR 90,000 - 130,000; Full time

Job summary

A prominent company, Keeta, is seeking a Senior Quality Manager with over 3 years of experience in quality assurance, particularly in a contact center environment. The role involves implementing quality systems, maintaining high standards, and enhancing customer experience. Candidates should be fluent in Arabic and English, and possess strong communication skills, with a passion for customer satisfaction.

Qualifications

• 3+ years in quality manager or senior QA role in contact centers.
• Fluent in Arabic and English; Mandarin is a plus.
• Strong grasp of QA practices in customer service.

Responsibilities

• Implement tools for a scalable and localizable quality system.
• Maintain quality standards to enhance customer experience.
• Drive change based on performance and audits.

Skills

Quality assurance methodologies

Communication

Interpersonal skills

Customer experience

Independent work

Collaborative skills

Job description

Quality System Tools Implementation:
Work with other functional teams to implement tools on a global scale to support a scalable and localizable quality system, such as transaction monitoring tools, coaching tools, DSAT analysis, etc.
Regulation on Transaction Monitoring:
Maintain quality standards to ensure the ability to enhance customer experience and ensure business adherence. Develop policies to ensure their effectiveness.
Close with the business and drive change. Understand overall service operation performance, identify key areas through customer journey opportunities, and implement targeted quality audits to improve customer experience.
Stay Connected with Regional Teams:
Work closely with regional teams and provide quality intelligence from a global perspective.
Join us in shaping the future of Keeta's offshore strategic initiatives! As a key player, you will have the opportunity to contribute to our operational blueprint while exploring innovative business development directions.
Collaborate with top-tier professionals worldwide to create impactful strategies that define our success in new markets. Your insights will be crucial in designing a roadmap that meets our goals and enhances customer experience.
We look forward to welcoming you to our team and embarking on this exciting journey together!

Desired Candidate Profile:

1. Proven experience (at least 3+ years) in a quality manager or senior quality assurance role, preferably within a contact center environment.
2. Fluency in both Arabic & English. Mandarin would be an advantage.
3. Strong understanding of quality assurance methodologies and best practices in customer service.
4. Experience working with cross-functional teams and projects.
5. Excellent communication and interpersonal skills for delivering constructive feedback.
6. Ability to work independently and collaboratively in a fast-paced environment.
7. A genuine passion for delivering exceptional customer experience.

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