Quality Lead

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

Design, scale, and manage a world-class quality framework across Tamara’s Customer and Partner Support functions. Own the end-to-end quality program, define KPIs and audit scope by channel, and build governance tied to CSAT and root-cause drivers like FCR/DSAT. Lead quality specialists and calibration with Ops, Training, and Product, implement quality management systems and dashboards, and drive continuous improvement through cross-functional remediation plans.

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FursaFursa
Tamara UAE
Tamara UAE
10 hours ago

Quality Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Design, scale, and manage a world-class quality framework across Tamara’s Customer and Partner Support functions. Own the end-to-end quality program, define KPIs and audit scope by channel, and build governance tied to CSAT and root-cause drivers like FCR/DSAT. Lead quality specialists and calibration with Ops, Training, and Product, implement quality management systems and dashboards, and drive continuous improvement through cross-functional remediation plans.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Manager level

Key Responsibilities

  • •Enhance Tamara’s quality framework aligned to customer obsession and COPC standards, defining KPIs, sampling methods, and audit scope by channel.
  • •Create governance connecting quality to CSAT, FCR, DSAT root causes, and operations KPIs.
  • •Lead and develop a team of quality specialists and auditors, including capacity models, performance scorecards, and calibration sessions with Ops, Training, and Product.
  • •Implement or optimize the quality management system, building audit templates, rubrics, and “What Good Looks Like” playbooks by line of business, and collaborate on quality dashboards.
  • •Conduct deep-dive analyses on DSAT, repeat contacts, and poor audits; translate findings into training, content, process, and product feedback; present WBRs/QBRs with action plans.

Key Requirements

  • •5+ years in customer experience quality management, preferably in fintech or tech support environments.
  • •Proven experience 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.
Experience:5+ yearsFintechTech support
Skills:Analytical thinkingStorytellingCommunicationStakeholder influenceChange management
Certifications:ISO 9001
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