Quality Lead

About the Company

Tamara is a prominent fintech platform headquartered in Riyadh, Saudi Arabia, serving millions of users across the GCC. Renowned as the first fintech unicorn in Saudi Arabia, it is supported by prestigious investors such as Sanabil Investments, Public Investment Fund, SNB Capital, and Checkout.com. The platform collaborates with major regional and international brands including SHEIN, Jarir, noon, IKEA, and Amazon, as well as catering to small and medium businesses.

Role Overview

The Quality Lead will spearhead the development, scaling, and management of a comprehensive quality assurance framework spanning all support functions including Customer and Partner Support. This leadership position is critical in shifting quality from a mere compliance requirement to a crucial driver of performance improvement. The role demands ownership of the entire quality program, championing measurable advancements while fostering an environment centered on accountability, coaching, and continuous feedback. This position requires on-site presence at the Riyadh office.

Key Responsibilities

• Develop and refine the quality framework aligned with Tamara’s customer-centric approach and COPC standards.
• Set definitive quality key performance indicators (KPIs), sampling processes, and audit scopes across communication channels such as chat, email, phone, social media, and partner support.
• Establish a governance structure linking quality metrics with customer satisfaction scores (CSAT), first contact resolution (FCR), dissatisfaction drivers, and operational KPIs.
• Lead and build a team of quality specialists and auditors, defining capacity models and performance evaluation scorecards.
• Promote cross-departmental calibration sessions involving Operations, Training, and Product teams to ensure consistency.
• Oversee the deployment or enhancement of quality management systems, including the creation of audit tools, scoring rubrics, and best practice guides specific to different business lines.
• Collaborate with the Business Intelligence department to develop quality performance dashboards.
• Perform comprehensive analyses of dissatisfaction trends, repeated customer contacts, and subpar audit results to uncover systemic issues.
• Convert quality insights into actionable interventions such as training improvements, process modifications, and product development feedback.
• Present regular performance reports and improvement action plans during weekly and quarterly business reviews.
• Coordinate with Training, Content, Product, Operations, and Operational Excellence teams to address root causes and implement remediation efforts.
• Support the creation of customized quality assurance tracking mechanisms for new initiatives.

Qualifications and Experience

• A minimum of five years’ experience overseeing customer experience quality management, preferably in fintech or technology support sectors.
• Demonstrated success in designing, implementing, and scaling quality assurance frameworks, with familiarity in calibration processes and deriving performance insights.
• Proven capability in managing teams distributed across different regions or involving external vendor partners.
• Preferred knowledge of established quality standards such as COPC and ISO 9001.
• Hands-on experience with tools like Zendesk, Genesys, Tableau, and quality management software systems.

Competencies and Skills

• Expertise in quality assurance methodologies, contact center metrics, and audit procedures.
• Strong analytical skills paired with the ability to narrate compelling business stories from raw quality data.
• Excellent communication abilities with strong influence and change management skills.
• Fluency in English, both written and spoken, at an advanced level.

Desired Attributes

• A strong commitment to operational excellence and delivering exceptional customer outcomes.
• Proactive problem-solving approach with a data-driven mindset that challenges existing norms.
• Innovative and self-starting attitude that emphasizes building new frameworks rather than waiting for them.