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← Tamara

Quality Lead

Tamara
Location
Riyadh, Saudi Arabia
Posted
1 month ago
Department
Care
What they actually want (must-haves)
  • 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
  • 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
Nice to have
  • Exposure to COPC, ISO 9001, or other quality management standards
  • Experience working with Zendesk, Genesys, Tableau, and Quality Management Systems
What the job really is

The Quality Lead at Tamara will be responsible for designing and managing a comprehensive quality framework for customer and partner support. This role involves leading a team of quality specialists, defining quality KPIs, conducting deep-dive analyses to identify gaps, and collaborating with various stakeholders to drive improvements. The position is focused on transforming quality into a strategic performance enabler and requires a strong emphasis on operational excellence and customer outcomes.

Things to weigh
  • The role is based on-site in Riyadh, which may not be suitable for remote work preferences
  • Focus on transforming quality from compliance to a strategic enabler suggests a potentially high-impact but challenging environment
  • No specific salary or benefits package mentioned, which may require further inquiry during the application process
Job score2.8/5
Benefits1/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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