We’re seeking a Quality Leader to design, scale, and manage a world-class quality framework across all support functions (Customer and Partner Support) in our Riyadh office. You will own the end-to-end quality program, drive measurable improvements, and embed a strong culture of accountability, coaching, and continuous feedback. This critical leadership role aims to transform quality from a compliance checkbox to a strategic performance enabler. This role will be on-site in Riyadh, Saudi Arabia.
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Your Responsibilities
- Enhance the existing quality framework to align with the company’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.
- Define team capacity models and performance scorecards.
- Embed regular calibration sessions with Ops, Training, and Product.
- 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.
- 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.
- 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
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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 with Zendesk, Genesys, Tableau, and Quality Management Systems.
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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.
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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.
