Quality Lead

Job description

**About us** Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others. **About the role** We’re seeking a Quality Leader to design, scale, and manage a world-class quality framework across all support functions (Customer and Partner Support). You will own the end-to-end quality program, drive measurable improvements, and embed a strong culture of accountability, coaching, and continuous feedback. This is a critical leadership role aimed at transforming quality from a compliance checkbox to a strategic performance enabler. **This role will be based in our Cairo office and will be an onsite role.** **Your Responsibilities** #### **1. Strategy & Governance** - Enhance the existing quality framework to be aligned 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. #### **2. Team Management** - Lead a team of quality specialists and auditors. - Define team capacity models and performance scorecards. - Embed regular calibration sessions with Ops, Training, and Product. #### **3. Framework & Tools** - 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 BI to build quality dashboards. #### **4. Insights & Continuous Improvement** - 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/monthly findings in WBRs and QBRs with action plans. #### **5. Stakeholder Collaboration** - 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 QA tracking **Your Expertise** #### **Experience** - 5+ years in customer experience quality management, preferably in fintech or tech support environments. - Proven track record of designing and scaling QA programs, including calibration and performance insights. - Experience leading teams across multiple geographies or third-party vendors. - Exposure to COPC, ISO 9001, or other quality management standards is preferred - Experience working with Zendesk, Genesys, Tableau, and Quality Management Systems. #### **Skills** - Deep knowledge of QA tools, contact center metrics, and audit methodologies. - Strong analytical and storytelling capabilities; able to turn raw QA data into business insights. - Excellent communication, stakeholder influence, and change management skills. - Advanced English in both written and verbal communication. #### **Mindset** - Obsessed with operational excellence and customer outcomes. - A problem-solver who challenges the status quo and leads with data. - Builder mentality, you don’t wait for frameworks, you create them