Quality Assurance Specialist

About the Role

Alawaly Real Estate is seeking a Quality Assurance Specialist to join their team in Jeddah, Makkah, Saudi Arabia. This full-time role focuses on ensuring quality assurance and operational control within the Commercial Sector, verifying that all commercial processes adhere to approved policies, procedures, and official company systems. The position requires 2-5 years of relevant experience.

Role Scope and Objectives

The Quality Assurance Specialist will oversee the entire customer journey, from marketing campaigns and lead generation through to after-sales service. Key objectives include maintaining high standards of data quality, service quality, compliance, and customer experience. The specialist will identify deviations, analyze root causes, request corrective actions, and follow up on their resolution.

Key Responsibilities

• Review CRM usage (Bitrix CRM) to ensure 100% recording of commercial activity and detect unauthorized activities.
• Verify digital channel integration with CRM, reconcile lead counts, and check data completeness, lead attribution, and aging.
• Monitor call quality for sales, customer service, and collection calls using approved scorecards, identifying inaccuracies or unapproved promises.
• Assess marketing campaign and channel lead quality, track CPL and conversion rates, and verify marketing material compliance.
• Measure first-contact speed, follow-up discipline, and review lead qualification, offers, discounts, bookings, and contracts for compliance.
• Evaluate customer care response speed, accuracy, complaint handling, and analyze customer satisfaction results.
• Verify installment data, payment plans, and due dates, ensuring collection procedures and communication standards are followed.
• Ensure completeness of customer and deal files, including identification, booking documents, contracts, and payment proofs.
• Verify indirect sales and commission data, prevent lead duplication, and review broker compliance with channel policies.
• Review vendor and agency compliance with contracts and service levels, evaluate deliverable quality, and prepare performance reports.
• Issue weekly exception reports, monthly quality dashboards, and comprehensive quarterly reports with trends and recommendations.

Qualifications and Experience

• 2-5 years of experience in a quality assurance or operational control role, preferably within a commercial sector.
• Demonstrated ability to verify process adherence to policies and procedures.
• Experience with CRM systems, specifically Bitrix CRM, is advantageous.
• Strong analytical skills for detecting deviations and analyzing root causes.
• Ability to prepare detailed reports and dashboards.

Work Environment

This is a full-time position based in Jeddah, Makkah, Saudi Arabia, within Alawaly Real Estate's Commercial Sector. The role involves working across various departments to ensure consistent quality and compliance throughout the customer journey.

Application Process

Interested candidates who meet the qualifications are encouraged to apply. Salary details will be discussed during the interview process.