Quality Manager

Tabby; Riyadh; On-site; SAR 100,000 - 130,000; Full time

Job summary

A financial technology company in Riyadh is seeking a strategic Quality Manager to drive quality and CSAT excellence across Customer Experience. The ideal candidate will have 7–10+ years of experience and expertise in quality frameworks. Responsibilities include owning the CX Quality strategy, analyzing customer data, and leading improvement initiatives. This role requires strong leadership skills and the ability to influence senior stakeholders while working collaboratively with cross-functional teams. An exciting opportunity to shape quality practices in a fast-growing fintech environment.

Qualifications

• 7–10+ years of experience in CX/Customer Service Quality roles.
• Experience designing and scaling quality frameworks.
• Proven success in driving measurable CSAT improvements.
• Strong background in quality methodologies like Lean and Six Sigma.

Responsibilities

• Define and lead the CX Quality strategy aligned to objectives.
• Own the end-to-end Quality framework.
• Translate quality insights into prioritized actions.
• Lead analysis of customer data to identify root causes.

Skills

Analytical thinking

Data fluency

Communication

Strategic thinking

Leadership

Job description

We are looking for a strategic Quality Manager to own and drive Quality and CSAT excellence across Customer Experience in KSA.

This role is responsible for defining the quality vision, translating customer insights into measurable improvements, and ensuring quality is used as a strategic lever—not a compliance exercise.

You will combine deep quality expertise, strong analytical thinking, and business judgment to influence CX outcomes, shape agent behavior, and challenge the organization where customer experience is compromised.

This is a highly visible role that partners closely with CX Operations, Training & Content, Product, Analytics, and CX Leadership.

What You’ll Own

Quality Strategy & CX Impact

• Define and lead the CX Quality strategy, aligned to company objectives, customer promises, and CSAT targets.
• Own the end-to-end Quality framework, ensuring it measures what truly matters to customers—not just procedural adherence.
• Translate quality insights into clear, prioritized actions that drive measurable improvements in CSAT, DSAT reduction, and customer trust.
• Act as a strategic challenger, using data and evidence to influence CX and Product decisions.

Analytics, Insights & Performance

• Lead deep analysis of customer data sources (QA evaluations, CSAT/DSAT, VoC, complaints, escalations).
• Identify systemic issues, root causes, and behavioral gaps impacting customer experience.
• Build and evolve quality KPIs and dashboards, ensuring insights are actionable, timely, and decision-ready.
• Partner with Analytics teams to strengthen quality-to-outcome correlations (e.g., Quality → CSAT).

Execution & Continuous Improvement

• Design and oversee quality improvement initiatives at scale—across channels, markets, and agent populations.
• Ensure quality findings translate into clear expectations, behavioral standards, and operational changes.
• Lead calibration programs that drive consistency, fairness, and credibility across Quality and Operations.
• Continuously refine quality methodologies to reflect product, policy, and customer journey evolution.

Leadership & Stakeholder Influence

• Lead, mentor, and raise the bar for Quality teams—setting high standards for analytical rigor and ownership.
• Act as a trusted partner to CX Operations, Training, Process, Analytics and Product teams.
• Present insights, trends, and recommendations confidently to senior leadership, with clarity and conviction.

Champion a culture where quality is seen as a performance driver, not a policing function.

Experience & Expertise

• 7–10+ years of experience in CX / Customer Service Quality roles, with significant leadership responsibility.
• Extensive experience designing and scaling quality frameworks in complex CX environments.
• Proven success driving measurable CSAT and quality improvements through data-led decisions.
• Strong background in quality methodologies (Lean, Six Sigma, continuous improvement).

Skills & Mindset

• Highly analytical and data-fluent—comfortable working with large datasets, dashboards, and trend analysis.
• Strategic thinker who can zoom out to patterns, then zoom in to execution.
• Confident communicator who can challenge constructively and influence senior stakeholders.
• Strong judgment, high standards, and a bias for clarity and impact.

Preferred

• Six Sigma (Black Belt preferred) / Lean certification.
• Experience working in fast-growth, tech-enabled, or fintech-like CX environments.
• Exposure to multi-market or scaled operations.

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

Our Hiring Process

Stage 4: Technical Interview

Stage 5: Advanced Stage

Stage 6: Final Interview

Stage 7: Hired

Stage 1: Applied

Stage 2: Review

Stage 3: Intro Call

Stage 4: Technical Interview

Stage 5: Advanced Stage

Stage 6: Final Interview

Stage 7: Hired

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