Quality Lead

Tamara UAE
Cairo
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 5+ yearsSkills: ["Analytical skills","Storytelling","Communication","Stakeholder influence","Change management"]

Design, scale, and manage a world-class quality framework for customer and partner support. Own the end-to-end quality program, define KPIs and audit scope by channel, and build governance linking quality to CSAT, FCR, DSAT drivers, and ops metrics. Lead quality specialists and auditors, implement quality tools and dashboards, and translate insights into training, process, and product feedback to drive continuous improvement.

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FursaFursa
Tamara UAE
Tamara UAE
7 months ago

Quality Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Design, scale, and manage a world-class quality framework for customer and partner support. Own the end-to-end quality program, define KPIs and audit scope by channel, and build governance linking quality to CSAT, FCR, DSAT drivers, and ops metrics. Lead quality specialists and auditors, implement quality tools and dashboards, and translate insights into training, process, and product feedback to drive continuous improvement.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Manager level

Key Responsibilities

  • •Enhance the quality framework aligned to customer obsession and COPC standards.
  • •Define quality KPIs, sampling methodologies, and audit scope by channel.
  • •Lead a team of quality specialists and auditors, including capacity models and performance scorecards.
  • •Implement or optimize the quality management system, including audit templates, rubrics, and playbooks.
  • •Conduct deep-dive analysis on DSAT and poor quality audits and present WBR/QBR findings with action plans.

Key Requirements

  • •5+ years in customer experience quality management, preferably in fintech or tech support environments.
  • •Proven track record 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.
Experience:5+ yearsFintechCustomer experienceTech supportContact center
Skills:Analytical skillsStorytellingCommunicationStakeholder influenceChange management
Languages:English
Tech Stack:ZendeskGenesysTableauQuality Management Systems

Company Brief

Tamara UAE
Provides buy now, pay later and consumer financing services for shoppers and merchants across the Middle East. The platform lets customers split purchases into installments while helping businesses increase conversion and average order value.
Industry: Lending
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Riyadh, Saudi Arabia
Founded: 2020
WebsiteLinkedIn