Quality Lead📣 إعلان

منذ 21 يوم

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About Tamara and the Quality Lead Role

Tamara is a leading fintech platform in Saudi Arabia and the wider GCC region, dedicated to building a customer-centric financial super-app. As Saudi Arabia’s first fintech unicorn, Tamara serves millions of users and partners with major brands. We are seeking a Quality Lead to join our team in Riyadh, Saudi Arabia, for a full-time, on-site role. This position requires 5-10 years of relevant experience.

Purpose of the Role

The Quality Lead will be responsible for designing, scaling, and managing a world-class quality framework across all support functions, including Customer and Partner Support. This critical leadership role involves owning the end-to-end quality program, driving measurable improvements, and fostering a strong culture of accountability, coaching, and continuous feedback. The objective is to transform quality from a compliance function into a strategic performance enabler.

Key Responsibilities

Enhance the existing quality framework to align 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, defining team capacity models and performance scorecards.
Embed regular calibration sessions with Operations, Training, and Product teams.
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 Business Intelligence 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 and 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 Quality Assurance tracking.

Candidate Profile and Experience

The ideal candidate will possess 5-10 years of experience in a relevant quality leadership role. This position requires an individual who is obsessed with operational excellence and customer outcomes. The successful candidate will be a problem-solver who challenges the status quo and leads with data-driven insights. A builder mentality is essential, demonstrating the ability to create frameworks rather than waiting for them to be established.