Quality Lead📣 Job Ad

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.

Work Location

This is a full-time, on-site position based at Tamara's headquarters in Riyadh, Saudi Arabia.

Application Process

Candidates interested in this opportunity are encouraged to apply.